Paramount Commerce

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them. About the role:We are seeking a&nbsp;Lead, Customer Service (12 month maternity leave contract) to join the Paramount Commerce Team. The Lead’s primary responsibility is to support our front-line staff with the day-to-day operations of our Contact Centre in order to provide our customers with an exceptional experience at every interaction point.What will you do?<ul> <li>Lead, motivate and coach a team of Customer Service Specialists (6 direct reports).</li> <li>Set clear performance objectives and provide regular feedback to team members.</li> <li>Serve as a point of escalation for complex customer inquiries and complaints.</li> <li>Be a champion for collaboration and knowledge sharing with the team and the rest of the organization.</li> <li>Monitor and analyze customer service metrics to increase productivity and improve the customer experience.</li> <li>Generate regular reports on team performance, customer satisfaction and key metrics.</li> <li>Coach the team towards customer service excellence through QA, VOC and conversational analytics results.</li> <li>Conduct weekly 1:1 sessions with each team member and host regular team meetings.</li> <li>Work with the Customer Service leadership team to foster a positive and enjoyable work environment.</li> <li>Utilize multiple data sources to drive change and improvements in the Customer Service Operation.</li> <li>Ability to work a variety of shifts that will fall between Monday to Sunday, 4:00AM - Midnight EST.</li> </ul>What we are looking for:<ul> <li>College diploma or undergraduate degree in business or a related field.</li> <li>5 years of experience in a contact center environment with at least 2 years in a people leadership role .</li> <li>Demonstrated experience in mentoring, coaching and developing front-line remote staff.</li> <li>Understanding of an OMNI Channel contact center environment with a focus on digital support channels.</li> <li>The ability to identify areas of opportunity and develop/implement&nbsp; a plan to achieve desired outcomes.</li> <li>A deep understanding of contact center metrics with the ability to coach staff to meet and exceed our KPIs.</li> <li>Knowledge and previous use of Genesys Cloud would be a definite asset in this role.</li> <li>Working knowledge of online payment rules and regulations (asset).</li> <li>A&nbsp;positive, energetic, can-do attitude.</li> </ul>At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.