Superviseur, Loyauté

**_Voir la version française ci-dessous_**

**Your Mission**

The role of the Supervisor, Merchant Experience and Loyalty is to oversee and execute daily operation of the department, including quality and productivity monitoring; employee coaching, training and individual development; documentation and reporting of merchant issues, trends, and process gaps; handling escalated cases and ensuring sound decision-making that balances the business’ needs and the merchant experience.

The Supervisor is also responsible for overseeing performance, staffing, scheduling, and distribution of work among the team using available resources such as the Workforce Management, Learning & Documentation, and Quality Assurance teams. In addition to any other tasks as needed, the Supervisor must also provide support and backup to the leadership team as needed.

**Key responsibilities include, but are not limited to**:

- Provide world-class customer service and support to all customers, internal and external
- Encourage his/her team to focus on problem resolution by promoting root cause analysis and positive positioning
- Work with other departments to ensure that merchant issues are resolved quickly and effectively within agreed SLAs; assist his/her team in communicating with other departments to facilitate issue resolution; and decide best course of action if the merchant experience and/or the business’ reputation are at risk
- Thoroughly document and record key learnings around merchant issues, communicate issues internally, and provide reporting to management on a regular basis
- In partnership with QA and in adherence to business requirements, monitor the quality of his/her team’s work on a regular and timely basis
- Working with QA and Learning and Documentation, provide regular, consistent and timely coaching, training, and support to his/her team to promote continued growth
- Continuously monitor the productivity and overall performance of his/her team to ensure department goals are consistently achieved
- Identify areas of opportunity and implement performance management techniques as needed
- Participate and lead the hiring process when needed, with the assistance of Human Resources
- Communicate/interact with leaders of other departments to ensure that inter-departmental relationships remain intact and mutually beneficial
- Provide a nurturing and secure environment for his/her team at all times

**Qualifications include, but are not limited to**:

- Minimum of 2 years of customer service, retention, or sales experience required (or a combination) plus a minimum of 1 year experience in a leadership role
- Oriented towards employee development with experience in coaching
- Strong analytical and decision-making skills, with an ability to understand complex billing, contractual, and technical issues
- Aptitude for building rapport and trust among others quickly. Must exhibit empathy and compassion and foster an ethical work environment
- Commitment to providing world class customer service at all times
- Motivated by working in a challenging, fast-paced environment
- Excellent organization and time-management skills are a must

**Working Language**
- English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec
- Internal communications between colleagues occur in English or in French, depending on the parties involved. Strategic suppliers are located outside of Quebec
- A basic knowledge of French is required for any position located within Quebec. English is required for this position, as it could report to someone outside of Quebec, and requires frequent out of province communications

**Benefits**

Nuvei offers a wide variety of benefits which include:

- Medical, Dental, Vision, LTD, Paid Vacation Time, Paid Sick Time.
- A Long-Term Incentive Plan that creates an opportunity for all employees to financially benefit from Nuvei’s growth.
- Additional days of annual leave per quarter, if Nuvei achieves its quarterly targets.
- Hybrid working environment.
- Fresh fruit in the office, virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

**_ Version française_**

**Votre Mission**:
Le rôle du superviseur, Expérience des marchands et loyauté est de superviser et d'exécuter le fonctionnement quotidien du département, y compris le contrôle de la qualité et de la productivité ; l'encadrement, la formation et le développement individuel des em