Call Centre Operations Manager

3 days ago


Basildon, United Kingdom Fiserv Full time

Join Fiserv as an Operations Manager as part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies ('FinTech’)

We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamicMerchant businesses

**What is the role?**

**Role**:Call CentreOperations Manager

We are currently hiring an Operations Manager to be based in our Basildon Office, within the Customer Care Contact Centre.

**As the Operations Manager your Key responsibilities will include**:

- Leading and motivating a team of client facing team members to deliver world class service
- Driving key performance indicators (KPIs) within your contact centre that improve productivity and customer outcomes
- Working with operational leaders to ensure that our resources are deployed to meet cross-organisational demand
- Being a forward thinking leader, always looking for ways to improve journeys for both our clients and agents
- Being passionate about instilling a coaching led culture that supports Associates achieve their development goals
- Supporting our Customer Care Agents to deliver an exceptional experience that will delight our clients on each and every call
- Be able to respond proactively to a dynamic working environment.

**In addition you will be expected to**
- Develop targeted coaching plans, demonstrate improvements to performance to achieve and exceed KPIs
- Delivering ours and our client’s processes and demonstrating adherence to processes via a number of controls
- Identified and regularly reviewing your risks and respond by treating or tolerating accordingly
- Be an excellent communicator being able to support and engage with our clients to achieve their business goals and deliver strategy
- Identify ways of working that will delight our client and agents
- Creating an energised and engaging working environment that encourages team members to meet and exceed theirs and our organisation’s goals
- Develop strategies to retain and develop Associates within Operations or Fiserv
- Actively manage attendance in order to achieve service levels
- Be a role model to your team and all those that you interact with, living and breathing our Fiserv values and behaviours
- Working with our clients and other functions to deliver cross organisational projects, change initiatives and goals
- Working above and beyond any regulatory requirements, always focusing on delivering the right outcome
- Working with recruitment teams to ensure that we select and retain the most talented individuals who will help us achieve our Fiserv vision

**What do we offer?**
- A highly competitive local salary
- 25 days holiday + bank holidays pro rata
- Annual bonus based on performance
- Pension contribution of up 7.5%
- Health and Wellness Resource platform access for you and your family
- Life Insurance
- Private Medical Insurance
- Private Dental Insurance
- Income Protection
- Enhanced Maternity, Paternity and adoption leave
- Living Proof Points Scheme - Get recognised by your colleague and spend your points at multiple high-street retailers.
- Career development, training and professional qualification opportunities - we want to provide you with the tools to succeed and grow in your role

**What skills do I need?**

Fiserv is looking for highly focussed, engaged, passionate, empowering and innovative individuals to join us.

You will need to be able to multi-tasking across multiple skills and love customer interactions and relationship building.

The below skills are additional pre-requisites;
- A flexible can-do approach and attitude to evolving customer needs and activities
- Excellent verbal and written communication skills
- Enhanced listening skills and attention to detail
- Exemplary customer service skills
- Ownership and ability to take accountability
- Quick thinking and resiliency under pressure

**Do I need any additional interpersonal skills?**
- **Empathy -** Being able to put yourself in the customer’s seat; every interaction will be different with some being more challenging than others
- **Problem solving** - This is vital for this position; you will need to be able to think on your feet and act accordingly
- **Organisation skills** - Ensuring that you are well organised, understand the importance of punctuality, have great time management skills and can multi-task across multiple systems or platforms whilst maintaining a seamless communicationwith customers
- **Communication**:

- Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a customer could have in a professional, friendly and positive manner

**Well-being at Fiserv**
Our associates are the most important part of our business. To solve complex business challenges and create differentiated value for Fiserv clients, it's important that our associates are able to give their best at work every day. This means feeling great inall aspects of their lives, as it relates to physical, financial, emotional and social well-being.
**Our People**
At Fiserv, our culture starts with our people. Want to learn what associates from across the company do or what it's like to work at Fiserv?

**Our commitment to Diversity and Inclusion**

Fiserv actively supports and encourages diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity,national origin or disability'


  • Call Centre Manager

    3 weeks ago


    Basildon, Essex, United Kingdom CMS - Recruitment Full time

    About the PositionCMS - Recruitment is currently seeking a highly motivated and experienced Team Leader for Maintenance Operations to join our dynamic team. As a key member of our operations department, you will play a crucial role in ensuring the smooth operation of our maintenance call centre.ResponsibilitiesSupervise a team of up to 10 maintenance call...

  • Call Centre Advisor

    7 months ago


    Basildon, United Kingdom Specsavers Vision Plus Basildon Full time

    **Specsavers, Basildon Call Centre Operator** We are looking for a Contact Centre Operator to join a small team managing the calls for our five Specsavers stores. This is a 5 days a week role including at least one weekend day of work. We need someone who thrives on customer service and can find solutions and manage our customers, appointments, concerns...

  • Call Centre Handler

    7 months ago


    Basildon, United Kingdom Mid and South Essex NHS Foundation Trust Full time

    We have a wonderful opportunity to join our support and friendly Outpatients Team as a Call Centre Handler where your role will be varied but can be very demanding as we receive high level of calls from patients and GP's making enquires about patients appointments giving you an opportunity to provide the best service to our public when they make contact with...


  • Basildon, United Kingdom Fiserv Full time

    **EMEA Operations - Team Manager** Join Fiserv as a Team Manager becoming part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies ('FinTech’) We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important...

  • Call Centre Apprentice

    6 months ago


    Basildon, United Kingdom Maximise Potential Skills Full time

    **Are you ENTHUSIASTIC and PERSONABLE? **Enjoy talking on the phone and meeting new people? Keen on kick-starting a new career? If the answer is YES then this role is for YOU! You will join an innovative consultancy and be responsible for the following; - Liaising with internal staff members - Business Development - Liaising with external stakeholders -...


  • Basildon, Essex, United Kingdom Volunteer Centre Harlow Full time

    We offer emotional support and guidance to families through one-to-one phone calls with a parent/carer.As a Telephone Befriender, you will provide time, friendship, and a common-sense approach to help a family through a difficult time. You will be matched with a family who needs your support and make weekly phone calls for up to 1 hour for 3 months.The role...


  • Basildon, Essex, United Kingdom Evri Full time

    Evri Job OpportunityWe are seeking an experienced Logistics Area Head to join our team in Basildon. As a key member of our logistics team, you will be responsible for managing the day-to-day operations of our distribution centre, ensuring timely and accurate delivery of goods to customers.Estimated salary: £58,000 - £68,000 per annum.About the Role:We are...


  • Basildon, United Kingdom Open Road Visions Full time

    At Open Road Visions, we believe in delivering high-quality services that make a positive impact on people's lives. As an accomplished Operational Centre Supervisor, you will be responsible for overseeing our substance misuse services in Basildon, Essex.Key responsibilities will include managing all services in accordance with contractual requirements,...


  • Basildon, Essex, United Kingdom OPEN ROAD VISIONS Full time

    About Open Road VisionsWe are a leading provider of drug and alcohol treatment services and offender support services across Essex & Kent. Our mission is to empower individuals, families and communities to lead healthy and meaningful lives, free from addiction, offending behaviour and disadvantage.This role plays a crucial part in our vision, providing...


  • Basildon, United Kingdom Daniel Owen Ltd Full time

    Contact Centre Advisor Temporary 3 month contract 7 hours per day Based in Pitsea £13.22per hourDealing with calls from tenants, processing rental payments, housing queries, booking repairsRequired experiences:Experience of working in a similar environment E.G working within an office that supports commercially focused servicesSelf-Motivated, flexible, and...


  • Basildon, United Kingdom Mid and South Essex NHS Foundation Trust Full time

    We have a fantastic opportunity to join our Outpatients department as an admin assistant / receptionist / call centre handler, to assist patients with booking in for their outpatient appointments, ensuring their new and follow up appointments are booked and the activity has been accounted for. The Outpatient's Department is a very busy environment, where...

  • Warehouse Operative

    7 months ago


    Basildon, United Kingdom First Call Contract Services Ltd Full time

    We have an exciting opportunity to work for a nationally recognised logistics business, considered to be the leader in its field. Pay rates from £10 per hour depending on shifts. The role of Warehouse Operative is based in Harlow. Why work with First Call? - Working with First Call Contract Services gives you many additional benefits! - Money saving offers...


  • Basildon, United Kingdom Daniel Owen Ltd Full time

    Contact Centre Advisor Temporary 3 month contract 7 hours per day Based in Pitsea £13.22per hour Dealing with calls from tenants, processing rental payments, housing queries, booking repairs Required experiences: Experience of working in a similar environment E.G working within an office that supports commercially focused services Self-Motivated,...

  • Contact Centre Advisor

    3 months ago


    Basildon, United Kingdom CV-Library Full time

    Contact Centre Advisor Temporary 3 month contract 7 hours per day Based in Pitsea £13.22per hour Dealing with calls from tenants, processing rental payments, housing queries, booking repairs Required experiences: Experience of working in a similar environment E.G working within an office that supports commercially focused...


  • Basildon, Essex, United Kingdom Volunteer Centre Harlow Full time

    Families are facing numerous challenges, from financial difficulties to mental health issues. As a Family Support Volunteer, you can play a vital role in providing them with the emotional support they need.Our Telephone Befrienders make regular phone calls to families, offering a listening ear and words of encouragement. They also complete a Volunteer...

  • Centre Manager

    3 weeks ago


    Basildon, United Kingdom OPEN ROAD Full time

    Centre Manager Location – Vange (Basildon) Hours – 37.5 per week Working Pattern – Monday to Friday  Salary – £35,000 to £37,000 per annum (depending on experience) Interviews to be held week commencing 21st October, including an Assessment Day at our Head Office. Closing date –  30th December 2024 We are looking for an experienced, solutions...

  • Call Center Handler

    23 hours ago


    Basildon, United Kingdom Mid and South Essex NHS Foundation Trust Full time

    We have a wonderful opportunity for an excellent, empathetic administrator to join our Call Centre Team her at Basildon supporting Patients in answering queries regarding their appointments, help cancel appointments if no longer required or rebook to more convenient date. Your role is varied and can be very demanding as we receive high level of calls from...

  • Centre Manager

    3 weeks ago


    Basildon, United Kingdom Open Road Visions Full time

    We are looking for an experienced, solutions focused Centre Manager to join our team providing a Substance Misuse recovery service in our busy centre in Basildon, Essex. Open Road provides drug and alcohol treatment services and offender support services across Essex & Kent including a range of structured interventions that deliver mentoring, advice and...


  • Basildon, Essex, United Kingdom OPEN ROAD VISIONS Full time

    About UsAt Open Road Visions, we provide innovative solutions for individuals struggling with addiction and related issues. Our expert team delivers high-quality services designed to promote recovery, rehabilitation and reintegration.The Animal Centre Manager role is a critical position within our organization. As a seasoned centre manager, you will oversee...


  • Basildon, United Kingdom Service Care Solutions Full time

    Job Title: Contact Centre Advisor Location: Pitsea, Essex SS13 (hybrid after training) Contract Type: Temporary Weekly Hours: Full Time, Monday to Friday, 08:00 to 18:00 (rotating shifts) Start Date: ASAPAs a Contact Centre Advisor, you will be the first point of contact for residents regarding repairs, property maintenance, and other housing-related...