Job Ref: 213870500

Date: 2021-06-01 12:54:18

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We are currently looking for an Operations 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)

– Free Tea and Coffee

About the role:

As our Operations Manager, you will manage the departmental operations for the call centre. You will interact with client leadership requiring issue resolution, oversee the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained, and plan, direct, supervise and evaluate workflow.

Key duties and responsibilities of our Operations Manager:

– Monitoring and evaluating the effectiveness of all aspects of a Contact Centre and/or off phone environments

– Empowering leaders to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards

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

– Coaching, developing and counselling existing team members and supervisors to higher performance

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

– Staying up to date on all changes regarding Card Brand Rules and Regulations and communicating any changes to Team Members, Clients and merchants

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

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

– Overseeing projects, conversions and process improvements to implementation

– Monitoring Quality Assurance and Productivity – Conducting regular quality samples for each team and providing feedback/counselling as needed to ensure they are meeting established quality standards

– Adhering to an annual budget that utilises available resources while maintaining client performance standards and company profit guidelines

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

– Participating in product development and implementation support

Our ideal Operations Manager will have:

– A Bachelor’s Degree

– Relevant experience or a degree in a related field of study from an accredited university is preferred (relevant experience in lieu of a degree will be considered)

– Typically a minimum of 6 years of experience

– Related professional experience and preferably a minimum of 1-2 years experience in a supervisory position

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 Operations 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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