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Milton Keynes

    Quality Service Lead - Milton Keynes, Buckinghamshire, United Kingdom - Global Payments

    Global Payments
    Global Payments Milton Keynes, Buckinghamshire, United Kingdom

    4 weeks ago

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    Description

    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.
    Manages the departmental operations for the call center. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. 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. 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. Audits agent system activity to ensure policy compliance. Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Bachelor's Degree
    Relevant Experience or Degree in: related field of study from an accredited university is preferred.

    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.

    If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact .

    Interested in learning more about Global Payments and Our Family of Brands?


    NYSE:
    GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally.

    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.
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