Fraud Team Manager

Global Payments; Coventry; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading payments solutions provider in Coventry is seeking a Call Center Manager to oversee daily operations, ensuring service quality and efficiency. This role involves training team members, managing client interactions, and guaranteeing adherence to performance standards. The ideal candidate will hold a Bachelor's Degree and have at least four years of relevant experience. The position offers the opportunity to lead a dynamic team and positively influence the customer service landscape.

Qualifications

• Bachelor's Degree required.
• Typically 4 years of relevant professional experience.
• Experience in customer service operations preferred.

Responsibilities

• Manage daily operations of call center teams.
• Conduct training for customer service processes.
• Meet with clients to discuss call quality and operations.
• Monitor work queues and adjust staffing to meet demands.
• Provide recommendations for service quality improvement.

Skills

Team management

Customer service training

Performance monitoring

Process improvement

Education

Bachelor's Degree

Relevant experience in related field

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency / quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.

What Part Will You Play?

• Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.
• Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.
• 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. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.
• Provides recommendations to reduce and / or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
• Suggests improvement to products and services for future needs.
• Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
• Typically a minimum of 4 years
• Related professional experience

Preferred Qualifications

• None Identified

What Are Our Desired Skills and Capabilities?

None Identified