Operational Manager for Call Centre Team

1 month ago


Milton Keynes, Milton Keynes, United Kingdom TSYS Managed SVCS EMEA, LTD (GB) Full time

About Us

TSYS Managed SVCS EMEA, LTD (GB) is a leading provider of payments solutions, making it possible for millions of people to move money between buyers and sellers using our credit, debit, prepaid, and merchant services.

Our Vision

We are driven by our passion for success and proud to deliver best-in-class payment technology and software solutions. We empower our team members to grow with confidence and achieve amazing results.

The Role

This is an exciting opportunity to join our dynamic team as an Operational Manager for the call centre team. You will be responsible for managing departmental operations, interacting with client leadership to resolve issues, and overseeing the efficiency and quality of monitoring call volumes to ensure Service Level Agreements are maintained.

Your Responsibilities

  1. Manage daily operations of individual teams in a productive manner to maintain contracted client performance standards.
  2. Monitor time and attendance, and adherence to policy for team members, including necessary training. Coach, develop, and counsel existing team members to higher performance. Hire new team members.
  3. Conduct training for customer service processes for team members, clients, and merchants (as applicable). Reinforce training through day-to-day interactions.
  4. Meet with clients and leadership team to participate in call quality calibration and operations meetings to understand client needs and deliver to expectation. Collaborate with account management and/or other teams to ensure contractual requirements are met.
  5. Ensure that reporting is accurate and completed in a timely manner. Manage call lists, verifying tracking processes, contact attempts, etc. Resolve systems problems affecting departmental standards.

What We Are Looking For

We are seeking a highly skilled and experienced operational manager with a minimum of 4 years' relevant professional experience. A Bachelor's Degree or equivalent experience is preferred. Relevant experience in lieu of a degree will be considered.

Salary Information

The estimated annual salary for this role is £60,000 - £80,000, depending on experience and qualifications.



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