Supervisor, Credit Operations
Key Performance Requirements:
- Oversees all marketing exceptions and InCircle activity ensuring all daily, weekly and monthly goals are met
- Directly responsible in overseeing and facilitating the entire gift card operational flow of all promotional, loyalty point and perk, refund and employee reward gift cards
- Oversees all customer master data suppressions and updates including CCPA and GDPR requirements
- Manages mass escheatment and unclaimed property requests
- Establishes well-thought-out plans and manages oversight execution daily, including gift card and InCircle audits, SLA and ASA, anticipating and adjusting for risks and roadblocks
- Ability to juggle internal and external platforms monitoring data with internal and external service tickets with supporting documentation and follow-up when system issues arise
- Reinforces and monitors compliance with all NMG policies and procedures
- Ensures all InCircle procedures and PAS requirements are maintained
- Responsible for training call center agents as needed and acting as backup call center supervisor as needed
- Coordinates with management to identify departmental training and/or efficiency opportunities, as well as, supporting internal training and Portal upkeep
- Proven history of driving team performance and delivering exceptional team and individual performance results
- Successful history of understanding and facilitating human resource management practices in a supervisory capacity
- Confidentiality
- Expert in all Microsoft Office applications
- Flexibility with scheduling to meet business needs
- Highly time sensitive, fast paced environment which commits to meeting customer and retail store demand by being on task and at work when scheduled
- Project management support
- Ability to balance strong analytical and critical thinking methodology while maintaining the customer relationship and their loyalty to the organization
- Ability to thrive in a fast paced, high pressure environment while providing superior service and accuracy during every contact
- Self-starter with the ability to handle multiple projects with minimal supervision
- Must have the ability and desire to be the expert who masters their role by exceeding required productivity, customer service, and performance measurements
- Creates a positive sense of urgency towards achieving results, identifying problems promptly and moving swiftly to find solutions within the appropriate time, as well as, maintaining daily customer and audit impacting functions
- Uses direct, tactful and respectful communication, with consideration for audience perspective
- Teaches, coaches and provides actionable feedback to build skills and drive performance
Work Experience:
- 5-8 years’ experience, as a supervisor or manager, in a tiered team environment