Balance Transfers Team Manager

Recruiter
First Data
Location
Vange, UK
Salary
Competitive
Posted
13 Jun 2019
Closes
20 Jun 2019
Ref
1153121875
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Job Description - Balance Transfers Team Manager (2487260)Job Details Balance Transfers Team Manager - (2487260) Description This is an exciting new opportunity to become a part of a brand new Team being set up to support one of our long-standing Client. As a Team Manager on this Team you will be responsible for delivering a critical service to our Client over 7 days a week, between the hours of 7am -11pm. Your role will involve the management and support of our Agents, direct liaison with our Client and the service delivery to this Client. Job ResponsibilitiesManages a team within the operations of an inbound and/or outbound Customer Contact Centre related to customer service, collections, problem resolution, and fraud detection/investigation and/or product promotion/sales.Supports Contact Centre staff, which includes daily responsibility of coaching, motivation, monitoring, performance feedback and technical assistance, focusing on quality and productivity.Identifies problems or issues in processes and implements solutions bringing bottom line results.Must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment. Through effective leadership of your team you will ensure contractual quality and service level standards are maintained.Interfaces directly with the client to resolve issues and attends service reviews.Ensures all compliance and regulatory requirements are met.As a part of our wider Contact Centre Management Team you may also be required to support other Services and Clients. Flexibility and a determination to succeed are essential in this role both as an individual and as a member of our wider team.Scope of JobDemonstrated verbal and written communication skills are essential.Personal computer experience is essential.Experience with complex communication network is preferred.Regularly uses various computerized systems for tracking performance and gathering, and/or troubleshooting as needed.Requires extensive exempt level coaching/developing skills and knowledge of company, products, and/or services.Financial services experience is preferred but not essential. AutonomyPerforms work that is varied and that may be complex.Involves a high level of responsibility.Expectation is that regular job tasks are performed with little direction/supervision.Strategic thinking and planning as well as high level evaluation, originality or ingenuity is required.Proven ability to effectively delegate assignments to achieve all goals and objectives through your team.Job RequirementsProven management experience as a team manager or equivalent is required, preferably in the telecommunications/contact centre operations field.CompetenciesProducts and ServicesCustomer Service ManagementCustomer Support FunctionCustomer Support Policies, Standard and ProcessCustomer Support Service AgreementsService Request Management ProcessCustomer Support OperationsClient relationshipFirst Data is a family friendly employer, committed to fostering an environment of diversity and inclusivity. We welcome conversations with all applicants about how we can help you progress your career at First Data. Primary Location: United Kingdom-Essex-Basildon-Essex-FD UK Janus HouseJob Field: Customer ServiceSchedule: Full-timeJob Posting: Feb 12, 2019Manager Level: L2 - Supervisor/ProfessionalEmployee Status: Regular

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