Assoc Dir,Contact Center Job
TSYS - San Rafael, CA

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Assoc Dir,Contact Center-91815

Description

We're Central Payment.

We provide businesses with the best in transaction processing services. Our competitive pricing, around-the-clock customer support, and innovative technology sets the industry standard.

Ingenuity is the engine of our business. An entrepreneurial spirit combined with diverse professional experience creates the ideal platform for us to deliver creative technology solutions--solutions that maximize growth and profit opportunities for our customers.

We look forward to working with you.

TSYS' Central Payment Joint Venture Named to Inc. 5000 List

List ranks Central Payment in the top third of the fastest-growing private companies in the U.S.

Summary of Job Function

Oversees the day-to-day operation of a 24/7/365 call center or off phone environment. Ensures call center metric standards and SLA’s are met, while supporting the development of individual team members. Maintains close contact with client relations, project management areas to stay involved in client needs. Resolves customer issues by analyzing the situation and producing effective and practical solutions.

Essential Responsibilities §

Manage all aspects of a 24/7/365 call center or off phone environment to ensure the highest quality customer service is delivered in an effective and efficient manner. §

Empower supervisors / managers to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards. §

Develop ways to measure success through daily performance standards and communicates these measures to the leadership and to the client. §

Maintain close contact with clients through daily interaction with the client relations/project management areas. §

React in a timely manner to client requests. §

Be proactive with clients by increasing efficiencies while continuing to deliver the highest level of customer service. §

Resolve escalated customer issues that are not resolved at the manager level. §

Structure an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines. §

Assist the leadership in day-to-day operations of the call centers and off phone areas when necessary. §

Keep team members informed of TSYS Human Resources policies and procedures and for following-up with Human Resources regarding any occurrences that might require their attention.

Qualifications

Required Knowledge, Skills and Abilities §

Exhibit characteristics that align with corporate leadership and core values. §

Listen well and utilize information. §

Ensure meaningful performance evaluation meetings and documentation. §

Understand the clients’ business and collaborate with the clients to meet their objectives. §

Plan and manage to annual budget for cost center. §

Understand the factors which enable TSYS to prosper. §

Work well in a fast-paced, high pressured environment with irregular hours. §

Travel as required. §

Possess and apply specialized knowledge unique to the organization using common methods and principles. §

Analyze information for routine problem resolution. §

Plan and lead the work efforts of others. §

Demonstrate appropriate leadership style in varying circumstances. §

Guide team members performing moderately complex duties.

Education and/or Experience

Four year college degree and eight or more years professional experience or ten or more years professional experience is required. Previous management experience is required for leadership and previous experience managing teams or projects is required for matrix management. Some appropriate TSYS experience is preferred. Six Sigma Green Belt certification is preferred.

Job: Contact Center
Primary Location: US-California-San Rafael
Organization: Central Payment Company, LLC
Schedule: Full-time
Job Posting:
Unposting Date:
Recruiter: Maricris N Talisayon

About this company
149 reviews
44 million times each day, the people of TSYS® improve lives and businesses across the world by processing a payment. We make it...