Customer Support Manager

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Role Purpose:

The Customer Support Manager will have overall responsibility for the day-to-day running of the call Centre supporting EVO in the UK & Ireland market. Engaging with key stakeholders both internally and externally you will be a brand ambassador representing the organisation. With previous contact centre expertise, 3 direct reports and up to 24 indirect reports you will be responsible for spearheading projects by leading the team and meeting both internal and external deadlines ahead of target and to budget while continuing to drive SLAs and KPIs on a daily basis.

Job Background/Context:

You will be responsible for the daily running and management of the call centre through the management of three Team Leads with experience in creating a positive and engaging working environment. You will provide leadership and motivation through by a strong work ethic, coaching, mentoring and leading by example. Having a great understanding of the business and ensuring that you motivate direct reports who in turn will motivate indirect reports.

Key Responsibilities:

• Lead the customer services team handling queries, escalations and day to day reports.

• Maintains and improves Call centre operations by monitoring system and individual performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs

• Meets call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.

• Prepares Call Center performance reports by collecting, analysing, and summarizing data and trends leading to insights analysis

• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

• Accomplishes organisation goals by accepting ownership for accomplishing new and different requests

• Recording statistics, user rates and the performance levels of the centre and preparing reports

• Organising schedules, including shift patterns and the number of staff required to meet demand

• Strong focus on communication and ensuring that any systems/operational issues impacting merchants are proactively reported to the relevant teams.

• Attending weekly operations meetings, reviewing operational performance trends and presenting actions plans addressing performance gaps along with capturing and follow through of implementation of new customer requirements.

• Coordinating staff recruitment liaising with HR staff

• Ongoing coaching, mentoring and development performance reviews for the team.

• Drive operational process improvements within the team in effectively supporting the customer’s needs.

Additional Job Duties:

• Other job duties and responsibilities as assigned.  
 

Education and/or Experience: 

• Hold a minimum of a NFQ degree level qualification in a relevant discipline, being business studies, economics or computing;

• Have a minimum of 5 years recent satisfactory experience relevant to Service Delivery including change and incidents management with 3 of those years being the management of people and/or projects;

• Proven expertise in fast paced contact centre 

• Proven SLA/KPI implementation, management within a call centre environment 

• Proven excellent customer service focus – solution focused individual

• Experience of IVR and phone system set up and management 

• Proven Performance incident management experience

• Productivity reporting, data analysis and financial acumen

• Highly detail oriented and organised in work with the ability to provide high quality verbal and written communication.

• Well-developed listening and documentation skills.

• Excellent interpersonal, communication, and problem solving capability 

• High level of initiative and integrity, consistently bring new ideas to the table

• Strong organisational, presentation, meeting, and communication skills.

• Proven ability to mentor, coach and lead a team to success

• Strategy, product, and technical acumen and expertise

• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint

• Strong knowledge of Customer Service and Industry practices

• Technical aptitude and ability to learn software programs

• Generate and share resources, trainings, and best practices

• Be self-motivated and effectively manage your workload.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].