Vantiv Contact Center Supervisor in Texas


First level of exempt leadership in the Financial Institution Contact Center reporting to the Contact Center Manager. This position is responsible for the real-time schedule adherence of advisors and for ensuring that customer service quality and service level performance goals are achieved. Directly manages approximately 15-20 FTE including HR administration, coaching/feedback and development of advanced skills, corrective actions, etc.. Manages workflow, monitors productivity, and ensures staff compliance with FTPS policies and procedures. Additionally this position is responsible for resolving escalated customer issues, contact center impacting system issues, and general floor management.


  • Coordinate, supervise, and monitor Contact Center activity to ensure internal and external service levels and production standards are achieved

  • Collaborate with internal and external colleagues to resolve issues as needed

  • Prioritize work, and appropriately delegate tasks, to ensure proper coverage of functions 24 x 7 x 365

  • Actively assist, as part of the Contact Center leadership team, in the overall management of the site to include periodic management of entire shift (i.e. nights and weekends)

  • Oversee and assist in resolving escalated operational, customer service, and client reported issues

  • Identify opportunities for improvement and work with broader team to enhance business processes and work environment

  • Responsible for the coaching, development, and motivation of staff including formal monthly performance feedback and coaching to all employees

  • Continually look for ways to improve the performance of the Contact Center by identifying and implementing work efficiencies through process improvement techniques to include oversight of departmental projects

  • Oversee post classroom training of new hires, ensuring a full understanding of departmental and client procedures, products, and services

  • Promote cross training by identifying individual and group training needs and work with management to develop the best approach for implementation

  • Conduct quality call monitoring and participate in calibration sessions with clients and the Quality Assurance group

  • Encourage and develop sales skills in employees to promotes the sale of FTPS products and services

  • Support Client Account Executives when needed to research and resolve client inquiries.

  • Participate in conference calls and face to face meetings with clients as required

  • Manage the attendance and work schedules of employees and ensure accuracy of hours worked prior to approving payroll

  • Provide recommendations with regard to performance appraisals, promotions, salary increases, and disciplinary actions for employees

  • Perform all work in accordance with established health, safety, and company procedures

  • Display expert knowledge in FTPS servicing products, channels, and platforms

  • Perform any other duties as assigned

Desired Skills and Experience


  • Four-year degree in business, management or related field preferred.

  • 1-2 years of customer support/call center/contact center/help desk, sales, relationship management preferred. Previous Merchant, processing, financial or technology related industry experience preferred.

  • Excellent communication skills (verbal, written and presentation)

  • Proficient with Microsoft Office products such as Access, Word, Excel, Outlook and PowerPoint

  • Solid leadership skills, strong initiative, strong analytical and decision making skills

  • Ability to excel in a team environment, presenting a professional image and commanding the respect of staff, peers and senior leadership

  • Ability to multi task and demonstrate flexibility

  • Strong organizational and time management skills


  • Normal office environment

  • Extended viewing of computer monitors

  • May include overnight travel on occasion

  • Flexible working hours / may include evenings and week ends