- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.
- Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.
- Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
- Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
- Suggests improvement to products and services for future needs.
- Not an exhaustive list; other duties as assigned.
- Bachelor's Degree
- Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
- Typically a minimum of 4 years
- related professional experience
- None Identified
-
Team Manager
Found in: Click to Hired UK C2 - 12 hours ago
Ascendant Recruitment Milton Keynes, United Kingdom Contract, Full timeTeam Manager (Customer Retention) · £31,(Apply online only) - £32,(Apply online only) · Milton Keynes · 12 Month Fixed Term Contract · Are you an experienced Team Manager with a background in customer retention? Do you enjoy motivating others and setting a good example to your te ...
-
Team Manager
Found in: Talent UK C2 - 1 day ago
Ascendant Recruitment Milton Keynes, United Kingdom Full timeTeam Manager (Customer Retention) · £31,000 - £32,000 · Milton Keynes · 12 Month Fixed Term Contract · Are you an experienced Team Manager with a background in customer retention? Do you enjoy motivating others and setting a good example to your team? Are you driven to achieve a ...
-
Team Manager
Found in: Talent UK C2 - 1 day ago
Ascendant Recruitment Milton Keynes, United Kingdom Full timeTeam Manager (Customer Retention) · £31,000 - £32,000 · Milton Keynes · 12 Month Fixed Term Contract · Are you an experienced Team Manager with a background in customer retention? Do you enjoy motivating others and setting a good example to your team? Are you driven to achieve a ...
-
Sales Team Manager
Found in: Click to Hired UK C2 - 2 days ago
Ascendant Recruitment Loughton, Milton Keynes, United Kingdom Permanent, Full timeSales Team Manager · Permanent · Milton Keynes · £40,(Apply online only) – £45,(Apply online only) per annum · Do you have a passion for coaching and mentoring colleagues? Are you experienced doing so in a B2B, Sales environment? As a Sales Team Manager you will lead, inspire a ...
-
Fraud Team Manager
Found in: Talent UK C2 - 1 day ago
Global Payments Milton Keynes, United Kingdom Full timeEvery 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 an ...
-
Applications Team Manager
Found in: Jooble UK O C2 - 1 day ago
Nexus Jobs Limited Milton Keynes, Buckinghamshire, United KingdomApplications Software Test Lead - Milton Keynes · Applications Software Test Lead · Our Client is an International company are looking to recruit a seasoned Applications Software Test Lead. · You must have at least 5 to 8 years solid experience on applications software testing ...
-
Sales Team Manager
Found in: Talent UK C2 - 1 day ago
Ascendant Recruitment Milton Keynes, United Kingdom Full timeSales Team Manager · Permanent · Milton Keynes · £40,000 – £45,000 per annum · Do you have a passion for coaching and mentoring colleagues? Are you experienced doing so in a B2B, Sales environment? As a Sales Team Manager you will lead, inspire and drive performance of a divers ...
-
Sales Team Manager
Found in: Talent UK C2 - 1 day ago
Ascendant Recruitment Milton Keynes, United Kingdom Full timeSales Team Manager · Permanent · Milton Keynes · £40,000 – £45,000 per annum · Do you have a passion for coaching and mentoring colleagues? Are you experienced doing so in a B2B, Sales environment? As a Sales Team Manager you will lead, inspire and drive performance of a divers ...
-
Fraud Team Manager
Found in: Talent UK C2 - 1 day ago
TSYS Milton Keynes, United Kingdom Full timeEvery 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 an ...
-
Nights Team Manager
Found in: Jooble UK O C2 - 1 day ago
Cineworld Cinemas Ltd Milton Keynes, Buckinghamshire, United KingdomCash Handling (Including Reconciliation) · Food Handling and Stock Control · g IT Systems,Till Operations, Telephones) · Addressing and Resolving Complaints · Induction and Training of TeamMembers · Monitoring Compliance and Maintaining Standards · Not only may you be able ...
-
Team Manager
Found in: beBee S2 UK - 2 days ago
Ascendant Recruitment Bletchley, United Kingdom FreelanceTeam Manager (Customer Retention) · £31,(Apply online only) - £32,(Apply online only) · Milton Keynes · 12 Month Fixed Term Contract · Are you an experienced Team Manager with a background in customer retention? Do you enjoy motivating others and setting a good example to your te ...
-
Network Engagement Team Manager
Found in: Jooble UK O C2 - 4 days ago
Calex UK (Learning & Development) Milton Keynes, Buckinghamshire, United KingdomCalex is a specialist training and consultancy organisation contracted to several market-leading automotive manufacturers. We are currently seeking to recruit a Network Engagement Team Manager to join the team at the Volkswagen Group National Learning Centre (NLC ) in Milton Keyn ...
-
Network Engagement Team Manager
Found in: Jooble UK O L C2 - 4 days ago
Calex UK (Learning & Development) Milton Keynes, Buckinghamshire, United KingdomCalex is a specialist training and consultancy organisation contracted to several market-leading automotive manufacturers. We are currently seeking to recruit a Network Engagement Team Manager to join the team at the Volkswagen Group National Learning Centre (NLC ) in Milton Keyn ...
-
Restaurant Manager
Found in: SonicJobs Direct Apply UK - 3 days ago
Woburn Sands Emporium Milton Keynes, United Kingdom Full timeJob description · We're recruiting for a Restaurant Manager. Reporting to the Garden Centre Manager, you'll effectively manage the day-to-day operation of the Restaurant and Kitchen by leading an engaged team, fulfilling best in class customer experience, and smashing your commer ...
-
Marketing Manager
Found in: SonicJobs Direct Apply UK - 4 days ago
Quality Personnel Services Ltd Milton Keynes, United Kingdom Full timePermanent · 37.5 hours · Quality Personnel are currently looking for a Marketing Manager to join their well-established client based in Kiln Farm, Milton Keynes. · Our ideal candidate will have experience with metric reporting and improving market share analysis. They will als ...
-
Commissioning Manager
Found in: SonicJobs Direct Apply UK - 3 days ago
Kenton Black - Construction Milton Keynes, United Kingdom Full timeROLE: Commissioning Manager · LOCATION: Milton Keynes · CONTRACT LENGTH: Min 8 Months · RATE: Negotiable DOE - OUTSIDE IR35 · Process Mechanical / Electrical / Controls & Instrumentation Commissioning Manager · Role description · Commissioning activities for a gas power project i ...
-
Product Owner
Found in: SonicJobs Direct Apply UK - 2 days ago
IMSERV EUROPE LIMITED Milton Keynes, United Kingdom Full timeIMServ plays a critical role in the energy industry, providing expert meter data management technology and services that are core to the way the industry operates. It is our job to maintain and troubleshoot meter assets, collect, validate, cleanse and transform the energy data re ...
-
Commissioning Engineer
Found in: SonicJobs Direct Apply UK - 3 days ago
Kenton Black - Construction Milton Keynes, United Kingdom Full timeROLE: Commissioning Engineer · LOCATION: Milton Keynes · CONTRACT LENGTH: Min 8 Months · RATE: Negotiable DOE - OUTSIDE IR35 · Process Mechanical / Electrical / Controls & Instrumentation Commissioning Engineer · Role description · Commissioning activities for a gas power project ...
-
Tax Advisory Manager
Found in: SonicJobs Direct Apply UK - 1 day ago
Addington Ball Recruitment Ltd Milton Keynes, United Kingdom Full timeThis accountancy practice on Milton Keynes had tripled its team since the pandemic and as part of a well documented growth strategy now needs a Tax Advisory Manager to take on a diverse portfolio of clients which will include high net worth individuals, family businesses, SMEs an ...
-
Technical Service Manager Windows, Doors
Found in: SonicJobs Direct Apply UK - 1 day ago
Mitchell Maguire Milton Keynes, United Kingdom Full timeTechnical Service Manager – Windows, Doors & Curtain Walling · Job Title: Technical Services Manager – Windows, Doors & Curtain Walling · Job reference Number: · Industry Sector: Technical Support, Technical Services, Technical Manager, Technical, Aluminium Windows, Aluminium ...
Customer Service Team Manager - Milton Keynes, Buckinghamshire, United Kingdom - Global Payments
Found in: Jooble UK O C2 - 2 days ago
Description
Customer Service Team Manager page is loaded
Customer Service Team Manager
Apply locations Milton Keynes, United Kingdom time type Full time posted on Posted 2 Days Ago job requisition id REvery 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 Part Will You Play?
What Are We Looking For in This Role?
Minimum Qualifications
Preferred Qualifications
What Are Our Desired Skills and Capabilities?
None Identified
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
Interested in learning more about Global Payments and Our Family of Brands? Join Our Talent Community Global Payments: This Is Who We Are
0:00 / 2:11About Us
Global Payments Inc. (NYSE: GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally. Our technologies, services and employee expertise enable us to provide a broad range of solutions that allow our customers to operate their businesses more efficiently across a variety of channels around the world.
Headquartered in Georgia with nearly 24,000 employees worldwide, Global Payments is a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. For more information, visit and follow Global Payments on Twitter (@globalpayinc), LinkedIn and Facebook.
#J-18808-Ljbffr