Job Ref: 215486172

Date: 2022-01-06 08:58:17

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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;

Life Insurance – x1 Salary (Can be increased to x4 at additional cost)

MediCash Health Care Plan

Pension (Employee 5% – Company 3% contributions)

26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)

Option to buy or sell additional leave

Enhanced Sick Pay – 13 Weeks full pay after 12 months service / 26 Weeks Full pay after 24 months service

Cycle to work scheme

Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)

Paternity Leave (2 Weeks Full Pay – after 26 weeks in employment)

Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)

Bereavement Leave – (5 Days Leave at Full Pay)

Dependant Leave – (2 Days at Full Pay)

Onsite Park

Subsidised Canteen

About the role:

As our Contact Centre Team Manager, you will manage the departmental operations for the call centre. You will oversee the efficiency/quality of calls, monitoring call volumes and ensuring Service Level Agreements are maintained, as well as planning, directing, supervising and evaluating workflow.

Main responsibilities of our Contact Centre Team Manager include:

Handling the daily operations of individual teams in a productive manner to maintain contracted client performance standards

Coaching, developing and counselling existing team members to higher performance, and hiring new team members

Conducting training for customer service processes for team members, clients and merchants

Meeting with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation

Educating team members on quality assurance and productivity

Providing recommendations to reduce and/or eliminate issues that impact overall service quality

Suggesting improvement to products and services for future needs

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

The ability to pass TMS role-specific assessments

PC, keyboard, system and navigation skills – Microsoft Word/Excel/PowerPoint

4 years’ experience in a customer service role – face to face or telephone

A minimum of 1.5 years’ experience in leading, coaching and managing teams in a financial or other organisation

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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