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Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid, and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
This role manages the departmental operations for the call center, interacting with client leadership to resolve issues. It oversees the efficiency and quality of call volume monitoring to ensure Service Level Agreements are maintained. Responsibilities include planning, directing, supervising, and evaluating workflow, conducting call pattern forecasting, establishing procedures and scripts, improving processes based on statistical data, ensuring timely and accurate reporting, managing call lists, and resolving system problems affecting departmental standards.
What Part Will You Play?
* Manage daily operations of teams to meet client performance standards, monitor attendance and adherence policies, coach and develop team members, and hire new staff.
* Conduct training for customer service processes for team members, clients, and merchants, reinforcing training through daily interactions.
* Meet with clients and leadership to calibrate call quality and understand client needs, collaborating with account management and other teams to meet contractual requirements.
* Educate team members on quality assurance and productivity, monitor work queues, assign and verify daily work, and adjust staffing plans as needed. Recommends process improvements to enhance productivity and efficiency. Audits agent activity for policy compliance and manages escalated customer issues.
* Provide recommendations to improve service quality, track and report issues for further action, and suggest product and service improvements for future needs.
* Other duties as assigned.
What Are We Looking For in This Role?
Minimum Qualifications
* Bachelor's Degree or relevant experience in a related field from an accredited university; relevant experience in lieu of a degree will be considered.
* Typically a minimum of 4 years of related professional experience.
Preferred Qualifications
* None identified.
What Are Our Desired Skills and Capabilities?
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