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 we are 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.
Purpose of role:
20%: To support the Dialler & Contact Strategy Manager, collaboratively working with the Operational Management teams and efficiently manage the dialler and data allocation on a
daily basis.
50%: Real time monitoring of the dialler function’s performance, identifying anomalies in performance against target’s and escalate adherence and performance issues where appropriate. Jointly managing the Dialler Tickets Queries, adhering to the SLA’s we have for ticket resolution and identifying trends with issues raised.
30%: Responsible for resource allocation and utilisation as well as identifying key areas for improvement and sharing best practices with the other business divisions.
Primary responsibilities:
1. Real time monitoring of the internal helpdesk (JIRA) - Manage, own, and resolve queries and tasks within SLA.
2. Utilise the dialler effectively to ensure wait times are reduced and opportunity & performance is positively impacted.
3. Identify, own, and escalate where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.
4. Monitor feedback regarding data quality and escalate any issues impacting dialler performance to the dialler manager.
5. Produce Intraday & Daily analysis of hourly performance, volume & operational performance and end of day reporting.
6. Monitor dialler resource schedule adherence and telephony stats, providing real-time feedback where required as well as regular reporting to management.
7. Own and administer Operations wallboards, providing accurate real-time performance data to stakeholders and making recommendations for improved utilisation.
8. Identify both positive and negative trends both in real time and historically, feeding back your findings and suggested solutions.
Skills & Qualifications:
9. Experienced in working with diallers.
10. Proven ability to troubleshoot in an efficient and accurate way using clearly defined processes.
11. High level of verbal and written communication skills.
12. PC Literacy with strong knowledge of MS Office Applications and excellent experience of Excel.
13. Demonstrate competent use of Microsoft Office.
14. Demonstrate the ability to make independent decisions where required whilst working effectively as part of a team.
15. Present information in a variety of styles dependent on the situation/message required.
Previous Experience
16. Previous experience of working with Diallers in a real time capacity would be advantageous.
17. Experience in Finance or Card Payment industries would be advantageous.
18. Experience of working in a resourcing capacity is advantageous
19. Experience or Knowledge of the Elsbeth Dialler is advantageous.
20. Experience of working with a Work Force Management (WFM) tool is also advantageous.