Fraud Team Manager

1 month ago


Milton Keynes, Milton Keynes, United Kingdom TSYS Managed SVCS EMEA, LTD (GB) Full time
Job Title: Fraud Team Manager

At TSYS Managed SVCS EMEA, LTD (GB), we are seeking a highly skilled Fraud Team Manager to join our team. As a key member of our operations team, you will be responsible for managing the departmental operations for the call center, interacting with client leadership to resolve issues, and overseeing the efficiency and quality of monitoring call volumes to ensure Service Level Agreements are maintained.

Key Responsibilities:
  • Manage the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
  • Monitor the time and attendance and adherence of policy for team members, including any necessary training.
  • Coach, develop, and counsel existing team members to higher performance.
  • Hire new team members.
  • Conduct training for customer service processes for team members, clients, and merchants (as applicable).
  • 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 the Account management and/or other teams to ensure contractual requirements are met.
  • Provide recommendations to reduce and/or eliminate issues that impact overall service quality.
  • Suggest improvements to products and services for future needs.
Requirements:
  • Bachelor's Degree.
  • Relevant experience or degree in a 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.
What We Offer:

We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.


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