Manager, Contact Center

Requirements

• Bachelor's degree in a relevant field from an accredited university is preferred. Equivalent professional experience in lieu of a degree will also be considered.
• Minimum of six (6) years of relevant professional experience, with at least one (1) to two (2) years in a supervisory or leadership capacity preferred.
• Demonstrated flexibility to work on shifting or rotational schedules.
• Willingness to work onsite in Vertis North, Quezon City.
• What Part Will You Play?
• Conducts training for customer service processes for team members, clients and merchants. Stay up to date on all changes regarding Card Brand Rules and Regulations and communicate any changes to Team Members, clients and merchants Identifies and coordinates additional training as needed.
• Monitors Quality Assurance and Productivity - Conducts regular quality samples for each team and provide feedback/counseling as needed to ensure they are meeting established quality standards.
• Adhere to an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines. Monitors revenue and expenses to ensure achievement of Divisional financial goals.
• Monitors vendor communications and take appropriate actions as necessary.
• Creates daily reporting of customer escalations. Analyzes trends and report to leadership any system, human, and other issues that cause a less than stellar customer experience. Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Participates in product development and implementation support. Identifies potential system issues and recommends system enhancements.
• Not an exhaustive list; other duties as assigned

Benefits

Additional Information

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Summary of This Role Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards. What Are We Looking For in This Role?

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at tsys? Share your experience