People Lead, Contact Center

Job Description Ready to take your career global? Make your mark with one of the biggest names in payments. At Global Payments, you help businesses grow by transforming how they accept and manage payments. As a People Lead for Customer Service, you will bring innovative solutions directly to business owners and create a real, measurable impact on their day-to-day operations. As a People Lead in Customer Service you will be responsible for leading the day-to-day operations for the teams supporting high-value merchant clients, ensuring exceptional service delivery, operational efficiency, and strong internal relationships. You will oversee team performance, coaching, and continuous improvement initiatives while fostering a customer-centric culture. You will be a proven people leader with prior experience managing call center teams in a fast-paced environment and a demonstrated ability to develop high-performing employees, drive results, and deliver outstanding customer experiences. You will require strong leadership, operational management, and problem-solving skills to support both team success and client satisfaction. What You’ll Own Leadership & Team Management - Lead, coach, and develop customer service representatives by fostering a high-performance culture of accountability, engagement, collaboration, and continuous improvement, while managing talent initiatives, performance management, employee relations, and customer-focused service excellence. Contact Center Operations - Oversee day-to-day call center operations by optimizing workforce resources, monitoring performance and service metrics, ensuring compliance with policies and regulatory standards, and resolving escalated customer issues to achieve service, quality, and productivity objectives. Customer Experience & Quality - Drive customer satisfaction and service excellence by evaluating customer interactions, coaching teams on performance improvements, identifying and resolving root causes of service issues, and partnering with cross-functional stakeholders to enhance support processes and customer outcomes. Process Improvement & Reporting - Analyze operational performance metrics and KPIs to identify improvement opportunities, drive process efficiencies, enhance customer outcomes, and provide leadership with actionable insights and recommendations that support service excellence and organizational effectiveness. What You Bring - High school diploma or GED required, with 3-5 years of leadership experience in contact center, customer service, or operations environments. - Demonstrated success leading and developing teams, including both frontline employees and people leaders, through effective coaching, mentoring, and talent development. - Proven ability to drive operational results through performance management, accountability, and day-to-day business oversight. - Strong leadership, communication, and interpersonal skills with the ability to motivate, engage, and retain high-performing teams. - Analytical and results-oriented mindset with experience interpreting performance metrics, solving complex problems, and implementing continuous improvement initiatives. - Proficient in contact center technologies, workforce management tools, quality monitoring systems, Microsoft Office Suite, and other business applications. - Customer-focused professional with strong organizational skills, the ability to collaborate across functions, and experience leading both onsite and remote teams in a hybrid work environment. - Hybrid work arrangement with a requirement to work onsite three days per week (Tues, Weds & Thurs onsite). - Ability to lead both in-office and remote team members effectively. - Flexibility to support business needs and operational requirements. It’s a bonus if you have - Associate's or Bachelor's degree in Business, Management, Communications, or a related field. - Experience leading multiple teams within a contact center environment. - Experience with workforce management, quality monitoring, and customer service platforms. About the team Our inclusive and global team wins together every day. We're proud to have the best minds in the industry, who can learn from as your career grows, its unmatched! Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. What makes a Globalpayer? Globalpayers think like a client, act like an owner, and win as one team. We're curious and innovative - always finding a better way to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do. Does this sound like you? Apply now to take your career global. Our perks - what we’ll bring for you We know it’s bigger than just your career. It’s your life and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect. - Opportunities to grow your skills and build your career within a global business - Access to learning, development and on-the-job experiences that expand your expertise - A supportive, inclusive team environment where your ideas and input matter - Time to give back through community and charity initiatives - A global employee assistance program to support your wellbeing - Recognition through a global platform that celebrates your achievements. https://jobs.globalpayments.com/en/why-global-payments/benefits/ At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship. #LI-Hybrid EEOC Statement Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here. If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired. Washington Candidates: Click here for information on the Fair Chance Act.