Technical Support Supervisor - Call Center

Overview:

The Card at Once Supervisor is responsible for the Technical Support team, who partners with clients to troubleshoot instant issuance card printers. This role will manage staffing decisions for the team that supports all customers; develop continuous improvements around support processes; develop ongoing training for current and new employees; manage KPI call center metrics to provide a consistent 5-star experience to new and existing customers; and provide support to the Operations Manager.

Responsibilities:

1. Provide leadership and manage the daily operational function for the Support team.
2. Direct and implement operational improvements through an ongoing analysis of the Tier I team structure, workflows, while improving processes and documentation.
3. Provide continuous improvements to the Tier I operations work to favorably affect costs, metrics, customer satisfaction, and personnel growth.
4. Manage and enhance training plans to further provide opportunities for development of team members.
5. Provide planning feedback to Manager as it relates to budget needs, projects, and any new initiatives.
6. Manage and lead each team member providing feedback to work, annual reviews, as well as providing insights to management with regard to staffing and staffing levels.
7. Implement and manage change when necessary to meet project outputs in a timely manner.
8. Maintain constant communication with external and internal stakeholders on various issues regarding products and services (clients, partners, team members, etc.).

Qualifications:

1. Proven ability to successfully plan, organize, prioritize, and execute work.
2. Proven ability to respond to changing needs and balance competing priorities.
3. Excellent written and verbal communication skills.
4. Proven ability to problem-solve with a root-cause mindset.
5. Strong process and problem-solving skills.
6. Excellent organizational skills and detail-oriented.
7. Knowledge of EMV is preferred.

Requirements:

1. Bachelor’s degree in Business Administration or related field, or equivalent experience.
2. Minimum 3 years of professional experience in technical customer service.
3. Minimum 2 years supervisory experience in customer service field.

Company Overview:
CPI Card Group is a payment technology company and leading provider of credit, debit, and prepaid solutions delivered physically, digitally, and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at

Benefits:
Competitive pay rates and an inclusive, empowering, and rewarding culture. Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.