At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. Job Description Summary: Job Description Summary Hyperwallet's goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors, suppliers, and resellers through a top developer-friendly web and mobile payments technology. The payout platform unifies fragmented financial infrastructure in a singular environment. Our vision is to pay the planet. Job Description: This is a highly visible role, interacting across all levels throughout Hyperwallet's organization. To be successful, you will need experience in managing a team and fostering a culture of providing exceptional customer experience. Attention to detail, the ability to communicate clearly, and a knack for developing practical solutions are a must. To excel in this role, you will need to develop a deep understanding of all facets of our business. The ideal candidate for this role has a combination of leadership experience, people focus, and they are used working in a fast paced, changing environment You will lead and manage our customers, senior agents and CSRS within a 24/5 contact center (Spanish & English). Your key area of focus will be to manage day to day priorities in the Contact Center and ensure key performance standards and service levels are met. You will manage emerging customer issues by escalating and working with internal partners to resolve while ensuring minimal impact to customers. You are committed to the overall quality of the customer interactions, making improvement recommendations and monitoring results Develop, support and mentor a team of customer service agents and senior agents to ensure the delivery of a world class customer service experience and key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction Conduct quality reviews on team members monthly through call monitoring, reviews of chat and emails; address gaps and take actions. Provide leadership, direction and motivation to the Customer Service Agents and senior agents Actively participate in team recruitment initiatives, including interviewing potential candidates and onboarding new hires Work collaboratively with peers and other stakeholders to identify & implement solutions to continuously improve the customer experience for our customers and employees and the other internal departments we work with at Hyperwallet. Communicate product, policy, or process change to ensure teammates are prepared and successful in responding to customer's requests Perform other duties. Bachelor's degree or equivalent work experience Minimum 2 years of experience in Contact Center environment in a similar leadership role Bilingualism (Spanish and English) Intermediate proficiency with Microsoft Office Excellent oral and written communication skills Ability to manage 15 or more team members. Able to maintain composure within a fast-paced evolving work environment / Ability to handle multiple projects & time management skills. Self-starter with demonstrated leadership ability Results driven and problem solving Able to establish and maintain effective interpersonal relationships across all levels Good judgment and strong sense of initiative and personal accountability Ability to learn and adapt to changing systems and new technology Additional Job Description: Subsidiary: Hyperwallet Travel Percent: 0 Our Benefits: At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset—you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you. We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com Who We Are: Click Here to learn more about our culture and community. PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit?https://www.paypal.com ,? https://about.pypl.com?and ?https://investor.pypl.com. PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com. Any general requests for consideration of your skills, please Join Our Talent Community.