This role manages the daily operations of individual teams to maintain contracted client performance standards within a global payments technology environment
Job Summary
This role manages the daily operations of individual teams to maintain contracted client performance standards within a global payments technology environment.
The manager is responsible for planning, directing, and supervising workflow while ensuring Service Level Agreements are maintained through efficient monitoring.
Key responsibilities include hiring new team members, conducting training on customer service processes, and resolving escalated customer issues that agents cannot handle.
Matching Summary
This role manages the daily operations of individual teams to maintain contracted client performance standards within a global payments technology environment.
Skills & Requirements
Must-have
Manage call center departmental operations
Maintain service level agreements
Conduct call pattern forecasting activities
Establish procedures and scripts for teams
Monitor time attendance and policy adherence
Coach and develop team members to higher performance