Call Centre Team Manager

**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 assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamicfinancial services business. **What is the role?** **Role**: Operations Team Manager We are currently seeking high calibre leaders to drive client excellence in our new operational hybrid model. This new hybrid model will complement our existing dedicated Contact Centres located in UK, Germany & Poland as we truly make our organisation the very best for client experience and satisfaction globally. This exciting new role will carry direct responsibility for managing the day to day operations of our Customer Contact Centre ensuring the agents in your team are delighting clients with every interaction whether inbound or outbound telephone call. Role responsibilities include: - Leading and motivating a team of collections agents in delighting the client in every interaction - Own your performance and your teams through driving key performance indicators (KPIs) and constantly improving productivity and client outcomes. - Being forward by always looking for ways to improve journeys for our clients and Associates - Through targeted coaching plans, demonstrate improvements to performance to achieve and exceed KPIs - Creating a diverse and engaging working environment that encourages team members to meet and exceed theirs and our organisation’s goals - Be a role model to your team and all those that you interact with, living and breathing our Fiserv values and behaviours - Working above and beyond any regulatory requirements, always focusing on delivering the right customer outcome - Motivating and clear knowledge on managing a working from home team - Accountable for the implementation and embedding of all attendant client and Fiserv functional policies and processes, demonstrating adherence via designated controls validation as per our 'show-me not tell-me’ risk culture - Undertaking regular review of defined controls portfolio to ensure it remains adequate and effective and demonstrating a zero tolerance for any or code of conduct or risk breaches - Being an excellent communicator, being able support and engage with our clients and associates at all levels. We will provide all requisite training to ensure adherence to relevant financial regulations and the skills to exceed defined monthly goals and objectives. **What do we offer?** - £2,000 sign on bonus - A clear and defined career path with global opportunities for development and progression - Coaching, support, mentoring, training and development opportunities - Competitive and highly rewarding incentives and benefits package, including health care - A highly competitive local salary - 23 days holiday + bank holidays - Company laptop **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 - Ability to coach for measurable improvement - Enhanced listening skills and attention to detail - Exemplary customer service skills - Ownership and ability to take accountability - Quick thinking and resiliency under pressure - Self-motivation & ability to work from home **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, whether it is collecting a payment, agreeing a payment plan, managing a vulnerable customer, 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 Associates and Customers - **Communication**: - Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a Associate or Customer could have in a professional, friendly and positive manner **Who are we?** We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. Our c.44, 000 associates proudly serve clients in more than 100 countries, so their customers,members and consumers can move money when and where they need it, at the point of thought. Life moves fast. And as it does, we know most people aren’t thinking about "financial services" But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchantsand consumers to one another, millions of times a day, behind the scenes, reliably and securely. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. **_We welcome and encourage 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_