PayPal is the faster, safer way to pay and get paid online. The service allows members to send money without sharing financial information, with the flexibility to pay using their account balances, bank accounts, credit cards or promotional financing. PayPal is an eBay company and is made up of three leading online payment services: the PayPal global payment service, the Payflow Gateway and Bill Me Later. The company's open payment platform, PayPal X, allows developers to build innovative payment applications on multiple platforms and devices. More information about the company can be found at https://www.paypal.com .
Responsibilities (specific duties)
Please note: This position will be located in the Scottsdale, AZ area. 
The Supervisor will build, develop, and lead a team of employees into a highly responsive team that meets the required standards.
Ensure agents are adhering to appropriate use of timekeeping tools and monitor reports as required to track attendance and time sheets daily.
Complete 4 reviews per agent (1 contact per review) within each 4-week period.
Participate in QA calibration sessions as requested.
Review and communicate daily performance, quality, and attendance reports at the individual and team level.
Regularly review and ensure that agents follow procedures, process flows and guidelines.
Meet weekly with each agent to review goal accomplishments and set goals for improvements standards or as needed.
Develop and communicate action plans for individual agent performance based on assessment of strengths and weaknesses. Set specific objectives for each employee that includes performance, training and developmental goals annually.
Coordinate reward and recognition programs for their team.
Identify unique training needs for the Resolution Services team and work with the training department to ensure training is developed and delivered to agents.
Participate in executive level overview of product and system enhancements prior to each push cycle.
Ensure that their team is adequately prepared for upcoming workflow and/or procedural changes concerning upcoming web site updates.
Work with peer Supervisors to leverage best practices and understand new trends.
Establish relationships with other Supervisors throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.
Contribute to the implementation of workflow process improvements, including both case management and administrative tools workflows as needed.
Provide feedback on current account management tools, and identify specific improvements for future updates as needed.
Participate in a minimum of one managerial training and development course per quarter.
Actively participate in the interview and selection process for new hires within areas of responsibility and Center wide as needed.
Administer disciplinary actions according to HR policy.
Identify and communicate system and facilities issues according to published escalation guidelines.
Attend company provided OFAC, BSA and Sexual Harrassment training and be in compliance with all regulations.
Notify senior management and/or Human Resources of issues that may harm the center or its operations.
Participate in special projects as needed and perform other duties as assigned.