People Lead, Contact Center

Global Payments Inc.•Jeffersonville, IN

2d•Hybrid

About The Position

The People Lead for Customer Service is responsible for leading day-to-day contact center operations for teams supporting high-value merchant clients. The role focuses on exceptional service delivery, operational efficiency, strong internal relationships, team performance, coaching, and continuous improvement, while fostering a customer-centric culture. The People Lead develops high-performing employees, drives results, and supports outstanding customer experiences. The position includes managing talent initiatives, performance management, employee relations, contact center performance and service metrics, workforce resources, compliance, escalated customer issues, customer interaction quality, process improvements, and operational reporting. The work arrangement is hybrid, with onsite work required three days per week on Tuesday, Wednesday, and Thursday. The role also requires flexibility to support business and operational needs.

Requirements

High school diploma or GED.
3–5 years of leadership experience in contact center, customer service, or operations environments.
Demonstrated success leading and developing teams, including frontline employees and people leaders, through coaching, mentoring, and talent development.
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, results-oriented mindset, with experience interpreting performance metrics, solving complex problems, and implementing continuous improvement initiatives.
Proficiency with contact center technologies, workforce management tools, quality monitoring systems, Microsoft Office Suite, and other business applications.
Customer-focused approach, strong organizational skills, and ability to collaborate across functions.
Experience leading both onsite and remote teams in a hybrid work environment.
Ability to work onsite three days per week, Tuesday through Thursday.
Flexibility to support business needs and operational requirements.
Must be legally authorized to work for any employer in the United States on a full-time basis without current or future immigration sponsorship.

Nice To Haves

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.

Responsibilities

Lead, coach, and develop customer service representatives, fostering accountability, engagement, collaboration, continuous improvement, and customer-focused service excellence.
Manage talent initiatives, performance management, and employee relations.
Oversee daily call center operations, optimize workforce resources, and monitor performance and service metrics.
Ensure compliance with company policies and regulatory standards.
Resolve escalated customer issues to achieve service, quality, and productivity objectives.
Evaluate customer interactions and coach teams on performance improvements.
Identify and resolve root causes of service issues and partner with cross-functional stakeholders to improve support processes and customer outcomes.
Analyze operational performance metrics and KPIs to identify improvement opportunities and drive process efficiencies.
Provide leadership with actionable insights and recommendations that support service excellence and organizational effectiveness.
Lead in-office and remote team members effectively.