Fraud Team Manager: Call Center Operations & Coaching

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

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.