Job Ref: 213247110

Date: 2021-02-25 10:02:20

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We are currently looking for an Out of Hours Operations Manager to join our existing team based in Milton Keynes. You will join us on a full-time, permanent basis, predominantly covering our 8pm to 8am shift pattern (with some flexibility to work during normal hours required). 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.

Out of Hours Operations Manager benefits:

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

– 25 days holiday, excluding bank holidays

– Holiday buy/sell scheme (With the option to buy/sell an additional 5 days)

– Pension scheme

– Life assurance

– MediCash Plan (on completion of 6 month service)

– Private healthcare (on completion of 6 months service)

– Eye Care Vouchers

– Free on-site parking

– On-site canteen

– Free tea and coffee

Main responsibilities as our Out of Hours Operations Manager will require you to:

– Monitor and evaluate the effectiveness of all aspects of a Contact Centre

– Ensure the highest quality customer service is delivered in an efficient manner

– Empower leaders to handle the daily operations of individual teams in a productive manner

– Maintain close contact with clients through daily interaction with the client relations/project management areas

– Coach, develop and counsel existing team members and supervisors

– Stay up to date on all changes regarding Card Brand Rules and Regulations and communicating any changes

– Resolve escalated customer issues that are not resolved at the supervisor level

– Evaluate processes, client data and trends to identify process improvements

– Oversee projects, conversions and process improvements to implementation

– Monitor revenue and expenses to ensure achievement of Divisional financial goals

– Analyse trends and reporting to leadership any system, human, and other issues that cause a less than stellar customer experience

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

– Participate in product development and implementation support

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 Out of Hours Operations 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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