EEA Outsourcing Data Analyst

Date: 17-Jun-2022

Location: Dublin, Ireland, IE, Dublin 4

Company: Paysafe

Paysafe Limited (“Paysafe”) (PSFE: NYSE) (PSFE.WS) is a leading specialized payments platform. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of US $92 billion in 2020, and approximately 3,400 employees located in 12+ global locations, Paysafe connects businesses and consumers across 70 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.  Further information is available at www.paysafe.com  

 

EEA Outsourcing Operations Analyst (Customer Care)

 

The EEA Outsourcing Operations Analyst (Customer Care) role sits in the Dublin office of the Paysafe Ecash division – Paysafe Prepaid Services Limited.

 

Key Accountabilities and Responsibilities

 

  • The role of the EEA Outsourcing Operations Analyst (Customer Care) includes:
  • Reporting to the EEA Chief Operating Officer, responsibility for oversight of the outsourced operations in respect of Customer Care services as set out in the Master Intercompany Services Agreement (MISA)).
  • To have responsibility for the contact centre services provided pursuant to the MISA to deal with all inbound and outbound issues from customers. This service is provided 24 hours a day, 7 days a week for all major languages and includes web self-serve, telephone and email support.
  • Acting as the point of escalation by paysafecard Wertkarten (the Service Provider) teams for all material issues and decisions.
  • Monitoring the Service Provider performance against specified Service Level Agreements (SLAs) for all services provided and reporting performance measurements to the EEA Chief Operating Officer monthly, or otherwise, as required.
  • Acting as a champion to ensure all operational decisions consider and prioritise the excellent service for customers.
  • Frequent travel to the service centre to build, maintain key relationships and understand the detailed operational processes being carried out and the challenges presented.
  • Ensuring EEA Chief Operating Officer is kept informed of all key service centre developments and any impacts in performance (as well as the progress of planned remediation).

 

Key Capabilities/Knowledge/Competencies

 

  • Must be resident in Ireland and based in the Dublin office (requirement to travel to the Austrian office as required).
  • Prior operations experience.
  • Ability to build relationships quickly as well as a structured approach to tracking, managing and remediating performance.
  • A proven operational knowledge of the e-money and card issuing business, its challenges and growth opportunities.
  • Good interpersonal skills and relationship management are essential for dealing with people at all levels.
  • Able to demonstrate excellent enthusiasm and leadership and a strong work ethic necessary to succeed in a dynamic, fast-moving and results orientated environment.
  • Able to work in a time pressured and dynamic environment with a high degree of accuracy whilst maintaining focus and concentration

 

Equal Employment Opportunity
 
Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.