The Supervisor, Support - SkyTab role at Shift4 involves overseeing the daily operations of the POS Support department, focusing on the growth and development of a team of POS Support Representatives. This position requires monitoring live call volumes, assisting technicians with calls, and providing guidance to enhance performance. Additionally, the supervisor is responsible for reporting call trends to management to identify areas for improvement. This role reports directly to the POS Manager.

Key responsibilities include monitoring multiple phone queues to ensure acceptable service levels and average handle times, identifying and training on topics impacting these metrics, coordinating with coaching teams for staff development, collaborating with development teams for new product releases or troubleshooting, maintaining reports on individual employee performance, managing escalations, and ensuring the team stays updated with current technology, policies, procedures, products, and services through announcements and staff meetings.

The ideal candidate must be capable of multitasking and coordinating with multiple departments, operating both independently and within a team environment, and remaining calm during stressful situations and escalations. A strong understanding of various industry types and how POS products impact them is essential. The candidate should also have the ability to analyze employee-related data to make informed judgments, possess a strong understanding of the POS product line and Shift4's internal systems, policies, and procedures. Preferred qualifications include over three years of experience with Shift4 and prior management experience.

The anticipated work shift for this position is Tuesday through Saturday, from 2:00 pm to 11:00 pm EST, based in Center Valley, Pennsylvania.