Manager, Contact Center
Core
Oversee end-to-end contact center operations, ensuring service levels, quality standards, and KPIs are consistently achieved for a global payments company.
Role type
Manager, Contact Center Operations
Builds
Contact center operations and client service delivery
Domain
Fintech / Payments
Deliverable
client delivery
Required skills
Operations leadership, performance & process optimization, stakeholder management, team coaching, budget management, vendor communication, quality assurance monitoring, trend analysis
Preferred skills
Fintech or payments industry experience, familiarity with financial services/payment processing systems, global/multinational environment experience
Technologies
Card Brand Rules and Regulations systems
Responsibilities
Monitor and evaluate contact center effectiveness and customer service quality; coach and develop team members and supervisors; conduct training on customer service processes and Card Brand Rules; participate in weekly client calls and resolve escalated issues; monitor Quality Assurance and productivity metrics; adhere to annual budget and monitor revenue/expenses; monitor vendor communications; create daily reporting of customer escalations and analyze trends.
Seniority
Manager, supervisory level