Job Ref: 214064782

Date: 2021-06-25 15:54:26

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We are currently looking for a Contact Centre Team Manager to join our team in Milton Keynes. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary, plus great benefits.

TSYS Managed Services EMEA are part of TSYS, a Global Organisation serving 400 clients in more than 80 countries. We make it possible for millions of people to use our payments solutions including credit, debit, prepaid and merchant services.

Benefits of joining us:

As well as a competitive salary, and a fast-paced, fun working environment this role comes with the following benefits;

– 29 days holiday, including bank holidays (with the option to buy/sell up to 5 days)

– Peoples pension scheme

– Limited free on-site parking

– On-site canteen

– Medicash plan (on completion of 6 months service)

– Vitality Healthcare (On completion of 6 months service)

– Cycle to work scheme (on completion of 6 months service)

About the role:

As our Contact Centre Team Manager, you will ensure best practices in day-to-day process and people management. You will be responsible for productivity and performance in your work area, and for the management of the agents and within this area in the first instance. You will assist the Operations Manager to ensure all productivity and performance targets are achieved, across all teams, against contractual service levels.

Key duties and responsibilities of our Contact Centre Team Manager:

– Being the main point for escalations within the Customer Service Team

– Managing day to day activities, prioritising workload to ensure KPI’s are achieved within our agreed service levels

– Working with the team to ensure internal quality and compliance standards are consistently met

– Managing the attendance and retention targets

– Working with the wider business to ensure business targets are met within contractual agreements to reduce any potential rebates

– Ensuring Training and Development Plans are actioned and maintained for all team members through active coaching and on-job development

– Working with the recruitment team in regards to interviewing agent level candidates both internally and externally

Our ideal Contact Centre Team Manager will have:

– Previous experience of managing teams (a minimum of 2 years)

– Previous exposure to management in a contact centre environment

– Experienced within a Financial Services environment

To be able to be successful in this role we will you need to embody the below key values:

– Integrity – Trustworthy, when you make a promise you follow through with it. We expect any business to be conducted in a way that’s transparent, respectful and fair

– Relationships – Be able to build and nurture strong relationships with every team member, customer, partner and neighbour. Because without people, nothing else works

– Growth – Be passionate about personal, team and business development. We grow alongside our clients, as partners in their progress. So the better we serve them, the better we serve everyone: consumers, team members and shareholders alike

– Excellence – Take pride in setting, and achieving the highest standards in everything you do. Be committed 100% to delivering the exceptional service our customers deserve every day

– Innovation – Not afraid of change, as an industry leader, we’re perfectly placed to anticipate the future of payments. We’re always striving to come up with new ways to help our clients meet their customers’ needs

If you are passionate about putting customers first, are motivational, inspirational, and results-driven with a passion to succeed then click APPLY now to become our next Contact Centre Team Manager.

All successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

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