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Global Payments Inc. · 5 hours ago

Team Lead, Contact Center

North Township, IN

Full-time

Onsite

Mid, Senior Level

4+ years exp

Global Payments Inc. is seeking a Team Lead for their Contact Center operations. This role involves managing departmental operations, ensuring service level agreements are maintained, and improving processes based on performance statistics.

AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments

Responsibilities

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

Qualification

Call Center ManagementTeam LeadershipBachelor's DegreeTrainingDevelopmentClient Interaction

Required

Bachelor's Degree

Typically a minimum of 4 years related professional experience

Preferred

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