Supervisor, Contact Center
2 weeks ago
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a
culture of inclusion
for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Supervisor, Contact Center
Who are we?
We’re Vocalink, a Mastercard company. Our technology powers the UK’s real-time payments, settlements, direct debit systems as well as a network of over 55,000 ATM’s.
We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits.
In 2017, we became part of the Mastercard family, joining the most widely recognised and respected companies in the world. Together, we’re making payments simpler and smarter.
The Customer Contact Centre is open 24X7X365 supporting our customers that range from internal colleagues, high street banks, payment schemes and ATM operators.
We’re based on the outskirts of the spa town Harrogate with secure parking, however, transport links are not good.
There’s a subsidised café on site, free tea, and bean to cup coffee, prayer room, bike storage, outdoor seating, and shower facilities.
We also have a Sports & Social Club offering great discounts from days out, theme parks, theatre, concerts & more.
What you'll do
The Customer Contact Centre is the front line of support for all Vocalink products and services, we’re a team of 29 customer focussed individuals operating 24 hours per day, 7 days a week.
- Management of a team of Customer Contact Centre Agents to meet and exceed some strict service level agreements, however, you’ll not just be their line manager, you’ll also be their mentor, support network and encourage them develop their career at Vocalink.
- You’ll support the Customer Contact Centre through real time, tactical resource changes to support successful operational performance ensuring the Customer Experience is protected across all channels.
- Providing key analysis and recommendations on how to improve the team performance and efficiency and proactively prepare and analyse schedules to meet service level requirements, ensuring we are appropriately resourced vs demand.
- You’ll work with other key internal business functions and stakeholders you’ll seek and offer assistance to bring about a positive customer resolution.
- Create and maintain a positive team working environment, building and nurturing relationships with colleagues and stakeholders across the Customer Contact Centre and in other key departments.
- Carry out our prescribed contact monitoring processes and quality standards on a monthly basis.
- Support the Customer Experience & Engagement Manager by identifying trends and making recommendations in order to improve and enhance the Customer Experience.
- You’ll be a part of any new projects to not only gauge resource requirements but also to deliver the project and train the team.
- Learn about our products (don’t worry, we’ll teach you) and how to have great conversations with our customers.
- Incident management and progression working together with the dozens of internal teams who support us in the background to meet some strict SLA’s.
- Spend time understanding our customers, offer help, advice and escalate issues where required.
- Be part of a supportive, fun, and friendly customer service team.
- Work 35 hours per week, Monday to Friday, 8 hour shifts between 8am and 6pm with on call duties.
What you'll bring
- Strong understanding of how SLA's and KPI's drive a Customer Contact Centre forward.
- An ability to empathise and understanding customer needs.
- A drive to deliver brilliant customer service.
- Demonstrative experience of leading a Customer Service team, achieving KPIs and business objectives.
- Passion, self-motivation an ability to communicate on all levels and lead by example.
- Must be able to work well within a team of peers but also able to lead and coach a team independently.
- Ability to create a positive team working environment that people want to work in.
- Create an inspiring team environment with an open communication culture.
- Ability to maintain colleague knowledge using innovative methods of communication and engagement.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mast
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