Call Center Supervisor (FL)

About Us:

DailyPay is the leader in the on-demand pay industry with an unrivaled technology platform, an unmatched list of blue-chip clients and an extensive list of industry awards. We are rewriting the invisible rules of finance by creating a new financial system. A financial system that is more equitable and inclusive, and benefits everyone. A financial system that enables workers to access their earned pay when they need it. We believe that money should move faster and smoother between employer and employee, between merchant and shopper, between financial institution and customer.

We are a mission-driven company hyper-focused on designing technology that can build a better financial system and future. It's no wonder that we are growing at an extraordinary pace. Now we are looking for people who are as passionate as we are about reimagining how money moves. If you're willing to define new rules, change systems and lives, come join us at DailyPay.

The Role:

The Call Center Supervisor is responsible for leading a team of 10-15 Level 1 agents who support DailyPay users in resolving complex issues and questions regarding their accounts and transactions. The teams take inbound phone calls in a high volume call center setting.

We are looking to hire leaders in any of the following states, you must live in one of these states to be considered for these roles: MN, NV, TX, FL or Tri-State area

• Please note: If you are in MN, the remote option is available ONLY to those outside of 40 mile radius of our downtown Minneapolis office (zip code 55402), if you are within 40 miles you would be required to work in office.

We currently have a number of openings for supervisors due to growth and internal promotion, shifts we are hiring for are as follows ...

• Thursday - Monday, 6 am CST start
• Thursday - Monday, 7 am CST start
• Sunday - Thursday, 5 pm CST start
• Sunday - Thursday, 10 am CST start
• Tuesday - Saturday, 8 am CST start
• Tuesday - Saturday, 6 am CST start

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Lead a team of Level 1 Customer Support Agents
• Create an environment that helps agents succeed through coaching and mentorship
• User leadership and support skills to mitigate team turnover
• Conduct team meetings and agent 1:1s
• Provide call coaching, development and performance
• Performance management of agents, including performance reviews
• Provides exceptional customer service and resolves complex escalations from users as needed
• Track and manage agent attendance
• Work cross functionally with other teams, i.e. training, quality, IT, etc.
• Assist in maintaining agent reference resources
• Assist w/ one-off process improvement projects and cross-functional initiatives

What You Bring to The Team:

• Bachelors Degree
• 1+ year customer support leadership experience
• Experience leading in a high volume, high production call center
• Strong telephone and interpersonal skills
• Effective written and verbal communication skills
• Self starter and comfortable managing through change
• Servant based leadership skills
• Occasional need to work outside of normal business hours as required to support customers may be required

Nice to Haves:

• Omni channel leadership experience
• Experience in the financial services field
• Prior experience coaching team members in meeting KPI /goal attainment

What We Offer:

• Competitive compensation
• Opportunity for equity ownership
• Exceptional health, vision, and dental care
• Employee Resource Groups
• Fun company outings and events
• Unlimited books from Amazon
• Unlimited PTO
• 401K with company match

No sponsorship is available for this position.

DailyPay does not accept and will not review unsolicited resumes from search firms.

As part of our dedication to health and safety, DailyPay requires all colleagues holding in-office positions, or who will be attending any in-person company meetings, be fully vaccinated against the Covid-19 virus unless there is a documented and approved medical or religious accommodation. As a condition of employment, prior to your start date, you will be required to submit proof of your vaccine status.

DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.

We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to peopleops@dailypay.com. All requests for accommodation will be addressed as confidentially as practicable.

DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.