Deputy Refund Desk Team Supervisor
hace 1 mes
remote type- Onsite- locations- Barcelona - Spain- time type- Full time- posted on- Posted Today- job requisition id- JR08729 About Us:
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role Overview:
As the Deputy Refund Desk Team supervisor at ECI Pl. Catalunya, together with your manager you will oversee a team responsible for processing customer refunds and issuance of Tax Free forms at one of our key hubs, ensuring that all tasks are completed in line with company policies and standard operating procedures. You will manage daily operations, including staffing, workload distribution, and service level adherence. You will also support customers in their Tax Free journey ensuring their Tax Free process is smooth and completed successfully.
What you will do:
- Operational Oversight: Oversee daily operations to ensure all processes, workflows, and tasks are being executed as per operational guidelines.- Adherence to Policies & Procedures: Ensure the team follows all company policies and Standard Operating Procedures (SOPs) guaranteeing standardization of the service and efficiency.- Workforce Management (WFM): Oversee staffing levels to ensure adequate coverage and efficient workflow, including scheduling, break management, and resource allocation.- Service Level Adherence: Monitor and ensure the team meets or exceeds Service Level Agreements (SLAs) with regards to customer waiting times and team productivity.- Performance Management: Conduct 1:1 meetings with team members to address performance gaps, provide feedback, and establish performance improvement plans when necessary.- Issue Resolution: Handle onsite issues, resolving employee concerns, disputes, and operational challenges in a timely and professional manner.- Stakeholder Management: Maintain and develop relationships with internal and external business stakeholders to ensure smooth operations.- Security & Compliance: Ensure team adherence to all security protocols, compliance requirements, and data protection policies especially around handling cash.- Team Motivation & Morale: Foster a positive work environment, motivate staff, and ensure high levels of engagement and morale within the team.- Reporting & Analytics: Monitor performance metrics and provide regular reports on team performance, SLAs, operational issues, and staffing needs to upper management.- Continuous Improvement: Identify areas for process improvement and efficiency enhancements, and collaborate with management and other departments to implement best practices.- Incident Management: Respond to and manage any unexpected events or operational disruptions that may impact the refund desk's performance.
Who you are:
- You are a person who can effectively manage, motivate, and develop a team while maintaining a positive and productive work environment.- You excel at resolving operational and personnel issues quickly, making wise decisions and using data-driven approach.- You are dedicated to optimizing processes, improving team performance, and searching for opportunities to work smarter and better.- You possess a min. of 1 year working experience in a comparable position (finance industry, hospitality, retail luxury)- You possess experience in cash handling procedures and can guarantee adherence to security procedures.- Fluency in written and spoken English and Spanish
Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
About Us
- Company Background- Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.- Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.- With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.
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