Monitor multiple phone queues (POS Support) to ensure service levels and AHT per call
Identify, report, and train on topics affecting service levels and AHT to improve metrics
Coordinate with Coaching Teams and POS Management to train and develop POS Support staff
Coordinate with Development teams for testing releases or troubleshooting escalations
Maintain reports on individual employee performance to improve efficiency and customer experience
Escalation management; assign and own cases as needed

🎯 Requirements

Capable of multi-tasking and coordinating with multiple departments
Able to operate independently and in a team environment
Remain calm during stressful situations and escalations
Understand POS product line and its impact on various industries
Analyze employee data and make informed judgments
Strong understanding of Shift4 internal systems, policies, and procedures

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