Job Ref: 212697817

Date: 2020-11-04 13:56:28

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We are currently looking for a Contact Centre Team Manager to join our busy and energetic team based 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 (TMS) 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.

Contact Centre Team Manager benefits:

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

– 26 days holiday, excluding bank holidays (with the option to buy/sell an additional 5 days)

– Limited free on-site parking

– Peoples Pension scheme

– On-site canteen

– MediCash Plan (On completion of 6 months service)

Our Contact Centre Team Manager will ensure best practice day-to-day process and people management.  Responsible for productivity and performance in your work area. You will be responsible for the management of the Agents (and/or Team Managers I/II) within this area in the first instance. You will assist Operations Manager to ensure all productivity and performance targets are achieved, across all teams, against contractual service levels.

Main responsibilities as our Contact Centre Team Manager will require you to:

– Deliver KPI’s within agreed budgets, service levels and business targets

– Manage day to day activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLA

– Participate in regular, proactive reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery

– Manage business processes, such as time and attendance and ACD reporting, to ensure accurate flow of information internally and externally

– Ensure training and development plans are maintained for all team members

– Use Company methodology, team input and own initiative to ensure attendance and retention targets are achieved and in line with industry standards for excellence

– Manage the team with a fair and consistent approach

– Manage staff against agreed internal quality targets

– Use agreed company methodology and processes to ensure full internal and client audit trail is maintained

– Keep abreast of developments in the Contact Centre industry and the client industry sector with a view to assimilating new ideas and keeping abreast of best-practice methodology

– Monitor and maintain a high level of customer satisfaction as required

What we are looking for in our ideal Contact Centre Team Manager:

– Minimum academic qualifications in line with industry standards (e.g. UK – A-Level standard)

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

– Previous exposure to management in a contact centre environment

– Experience in collation, analysis, interpretation and presentation of statistical information

– Knowledge of FSA requirements

– Familiar with the FSA’s requirements for complaint handling

– Knowledge of the Data Protection Act regarding subject access

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.

Please note, 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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