Manager, Government Support

Job Title:        Manager, Government Support

Job Type:       Full-time / Permanent

Reports To:    Sr. Manager, Merchant Support and/or Client Support

Location:       Scottsdale, AZ / Atlanta, GA / Reston, VA / Bogota, Colombia

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.

WE ARE NUVEI.  Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey!

Your Mission

Responsible for the daily operations of Nuvei’s Contact Center, the Manager leads a team that provides superior customer service to external and internal customers.

Key Responsibilities

§  Manage the daily operations of the Gov Contact Center and ensure service, quality, and efficiency goals are met.

§  Lead, coach, and develop supervisors and agents to build a high-performing and engaged team.

§  Work with the Customer Support Director to define, track, and achieve Contact Center KPIs and service level targets.

§  Monitor call volumes, queue coverage, staffing levels, and team availability to maintain proper coverage and minimize wait times.

§  Partner with Workforce Management to optimize scheduling, resource planning, and agent productivity.

§  Prepare, review, and analyze performance reports to identify trends, service gaps, and improvement opportunities.

§  Create and execute action plans that improve team performance, customer experience, cost efficiency, and service quality.

§  Implement and improve processes, tools, and technology that streamline operations and support continuous improvement.

§  Manage escalated or high-priority customer and internal issues, working with cross-functional teams to resolve them quickly.

§  Identify risks, service failures, and root causes of customer dissatisfaction, and take corrective action to prevent recurrence.

§  Reviewing customer feedback and driving actions that improve customer satisfaction.

§  Report performance results, insights, and recommendations to senior leadership and align support goals with business priorities.

Qualifications

§  Post-secondary degree in business management or a related field, or an equivalent combination of education and related work experience.

§  3 to 5 years of experience managing a medium to large-sized call center or contact center operation.

§  Proven leadership skills with the ability to guide teams, drive results, and support a strong service culture.

§  Strong coaching and mentoring skills with the ability to improve supervisor and agent performance.

§  Strong knowledge of contact center metrics, service levels, workforce planning, and performance reporting.

§  Ability to analyze data, identify trends, and recommend actions that improve customer experience and operational results.

§  Ability to manage multiple priorities, make sound decisions quickly, and meet deadlines in a fast-paced environment.

§  Proven ability to work under pressure while maintaining a high standard of quality and professionalism.

§  Strong communication and collaboration skills with the ability to work effectively with senior leaders, HR, and cross-functional teams.

§  Good understanding of customer satisfaction programs, service recovery practices, and NPS improvement methods.

§  Comfortable using Microsoft Office and reporting tools to prepare, review, and present operational information.

§  Adaptable and open to using process improvements, automation, and technology to improve team efficiency and customer support.

Working Language

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Benefits

Nuvei offers a wide variety of benefits which include:

• Medical, Dental, Vision, LTD, Paid Vacation Time, Paid Sick Time.
• A Long-Term Incentive Plan that creates an opportunity for all employees to financially benefit from Nuvei’s growth.
• Up to 2.5 additional days of annual leave per quarter, if Nuvei achieves its quarterly targets.
• Hybrid working environment.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.