Manager, Contact Center

Responsibilities

• Manage departmental contact center operations, ensuring efficiency, quality, and adherence to Service Level Agreements (SLAs).
• Oversee call volume forecasting, workflow planning, and the establishment of team procedures and scripts.
• Interact regularly with client leadership to resolve issues and participate in weekly client calls regarding marketing events and outstanding topics.
• Coach, develop, and counsel team members and supervisors to drive high performance and maintain productivity.
• Monitor Quality Assurance and productivity metrics, providing regular feedback and counseling to ensure established standards are met.
• Analyze customer escalation trends and provide data-driven recommendations to leadership to improve service quality.
• Manage annual budgets, monitoring revenue and expenses to achieve divisional financial goals.
• Conduct training for customer service processes and stay updated on Card Brand Rules and Regulations.

Requirements

• Bachelor's Degree or equivalent professional experience.
• Minimum of 6 years of related professional experience.
• 1-2 years of experience in a supervisory or leadership position.

About the Company

Global Payments (NYSE: GPN) is a Fortune 500 company that empowers simple, fast, and secure payments for everyone. We have built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies, from ambitious startups to global enterprises. Our team of 27,000 experts provides best-in-class payment technology and software solutions across North America, Europe, Asia Pacific, and Latin America.