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Call Center Operations Coordinator
TSYS
Austin, TX, United States
Job Details - this job has expired, please see similar jobs below
Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
The Call Center Operations Coordinatorwill have two primary responsibilities: active management and optimization of call delivery to contact centers, and real-time and near-term contact center performance reporting. This position requires flexible weekly scheduling consisting of morning, midday, and evening shifts to including shifts on Saturdays and Sundays.
Responsibilities:
• Monitor real-time performance needs, identify opportunities, report, and take action on areas for improvement
• Compile and distribute daily reports
• Maintain capacity planning models
• Ensure accurate reporting and archival of all performance data
• Ensure that appropriate documentation is completed and recorded in line with policy and procedures
• Act as change agent by suggesting and helping to implement process improvements
• Other responsibilities as assigned
Skills/Education/Experience:
• One or more years of contact center operations experience
• Strong analytical and problem solving skills
• Strong Excel Skills, with knowledge of the MS Office suite
• Working knowledge of relational databases, MS Access, & SQL
• Ability to demonstrate leadership and teambuilding skills
• Balance multiple planned and unplanned requests and consistently meet deadlines
• Able to multi-task while working in a fast-paced environment with minimal supervision
• Knowledge of queuing theory, call center metrics, and forecasting processes
• Knowledge of contact services industry and best practices
• Verbal and written communication skills to analyze, interpret and address customer needs
• Provide an exceptional customer experience
• Experience working with multiple groups toward a common goal
• The successful candidate will be self-motivated, enthusiastic, creative, analytical problem solving individual contributor who is able to work with minimal supervision and possess excellent interpersonal and communication skills, as well as superior time management abilities
• As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws
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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.
EOE/Minorities/Females/Vet/Disability
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.