We are currently looking for a Disputes 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, we are offering a competitive salary plus excellent benefits.

TSYS Managed Services EMEA (TMS EMEA) has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions. We operate from two UK locations, Milton Keynes and Coventry, and from Barneveld in the Netherlands.

Benefits of joining us as our Disputes Contact Centre Team Manager:

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

– 25 days holiday (with the option to buy/sell an additional 4 days)

– Free on-site parking

– Peoples Pension scheme

– On-site canteen

– MediCash Plan (on completion of 6 month service)

– Private Healthcare

Key duties and responsibilities of our Disputes Contact Centre Team Manager:

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

– Monitors, coaches, develops and counsels existing team member to higher performance.

– Conducts training for customer service processes for team members, clients and merchants (as applicable).

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

– Collaborates with the Account management and/or other teams to ensure contractual requirements are met.

– Educates team members on quality assurance and productivity.

– Monitors work queues, assigns daily work and verifies completion to achieve service level standards.

– Adjusts daily staffing work plans to meet business needs as changes occur.

– Audits agent system activity to ensure policy compliance.

– Provides recommendations to reduce and/or eliminate issues that impact overall service quality.

– Suggests improvement to products and services for future needs.

This is not an exhaustive list of your duties.

Our ideal Disputes Contact Centre Team Manager will have the following experience:

Essential

– Previous experience in a customer service role, face to face or telephone

– Computer literate with experience and knowledge of Microsoft Word/Excel/PowerPoint/ Systems, Process and Procedures

– Results orientated with strong organisational skills, problem solving and attention to detail

Desirable

– Level 3 or above academic qualifications in line with industry standards

– Up-to-date regulatory knowledge

– Credit card/financial services experience

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 Disputes 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