.At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:- Named one of Fast Company's Most Innovative Companies of 2024- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row- Selected as the Best Overall Restaurant POS by NerdWallet- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That's where you come in.**Main Duties**:- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.- Reallocate and assign Salesforce cases to agents as needed.- Monitor the team's performance, holding accountability for SLAs, AHT, and KPIs.- Listen to agent calls in real-time, flagging calls for QA analysis as necessary.- Follow up on QA recommendations and ensure agents complete necessary retraining.- Handle calls during outages, staff shortages, and escalated cases.- Collaborate with cross-functional teams (training, QA, workforce management) to ensure effective customer service delivery.- Conduct regular team meetings to update on policies, procedures, and product changes.- Provide agent performance kudos and disciplinary action recommendations to the Client Experience Manager.- Provide ongoing feedback to the Manager, identifying trends and opportunities for improvement.- Promote a collaborative and positive team culture.- Engage in limited participation in disciplinary meetings.- Submit Help Desk requests (password resets, hardware/software requests, etc.).- Perform additional duties as assigned by the Client Experience Manager.**Skills & Knowledge Required**:- **Supervisory Skills**: Strong leadership ability to provide clear guidance, focusing on achieving objectives.- **Flexibility**: Adaptability to dynamic situations within a changing operation.- **Analytical Thinking & Problem Solving**: Ability to analyze situations, identify cause-effect relationships, and foresee possible outcomes.- **Crisis Management**: Skilled in managing high-pressure or crisis situations effectively.- **Effective Communication**: Proficient in exchanging ideas, actively listening, and communicating clearly to customers and team members.- **Service Orientation**: A strong inclination to support customers and colleagues, collaborating toward shared goals.- **Results Oriented with Quality**: Ability to prioritize tasks in a demanding environment and produce high-quality outcomes on time