This job has expired, please see additional jobs below
Director of Customer Service Contact Center Support Operations
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 Director of Customer Service Contact Center Support Operationswill provide strong, dynamic leadership to the contact center operations function which is responsible for coordinating call center operations across the customer service enterprise. This key position will report to the VP of Customer Service and work closely with senior management to set customer service strategies, goals, policies and procedures appropriate to each customer segment and program.
Responsibilities:
• Manage day-to-day customer service operations and supporting programs, including internal and external contact center operations.
• Manage cell-center technology vendors and contracts, including conducting RFI/RFP processes, vendor selection, contract negotiations, tracking performance against service levels, quality, customer satisfaction and cost.
• Support the selection and contract award for new contact-center vendors as required, including developing and recommending contract terms in support of our strategic goals.
• Responsible for reporting on performance, communicating issues with significant customer impact, and developing business cases for needed resources or investment on a regular and timely basis.
• Respond to various sales related RFP’s on behalf of Customer Service.
• Represent Customer Service and present CS information in face to face client, partner, and customer meetings and/or tours of Netspend facilities.
• Contribute to strategic planning efforts for the evolution of the customer service function; includes providing detailed plans and project information with regard to how we will service our cardholders and internal customers.
• Manage major projects related to program development, workflow design, and re-engineering as necessary, including the initiation and conduct of customer related studies, projects, and surveys.
• Manage and track all aspects of the budget for the contact center operation (including internal and external call centers).
• Select, develop and motivate assigned staff; make timely recommendations and/or decisions on hiring, terminations, and promotions. Provide leadership and direction to build and maintain effective teams.
• Identify strengths and abilities in associates, provide regular feedback, support career planning discussions, and create developmental plans for professional improvement of associates.
• Establish specific work goals to be achieved by direct reports and staff; develop a continuous improvement program for those goals.
• Administer employee performance evaluations.
• Develop and maintain succession plans within assigned work area.
• Keep management and the organization informed on a timely basis of progress, status, concerns and issues pertaining to contact center operations and significant project deliverables or issues.
Skills/Education/Experience:
• Education
◦ Bachelor’s degree in Business Administration or equivalent program is preferred;
◦ Completion of ICMI or IAOP certifications in contact center or outsourcing management preferred.
◦ Workforce planning certification (CWPP) or equivalent preferred.
• Experience
◦ Minimum eight years’ experience in contact center operations, with at least three years managing multiple functional aspects of contact center performance in a Director-level capacity. Experience in a financial services contact center is a plus.
◦ Minimum five years’ experience in direct people management including hiring/firing responsibilities with proven managerial and leadership skills.
◦ Experience with Noble® Systems inbound call-center technology solutions
◦ Experience in rapid leadership assimilation and team building.
◦ Experience in leading and managing the vendor startup process both from a site and function perspective, including the development and roll out of alternative support strategies.
◦ Experience in support of the channel marketing strategy.
◦ Experience building contact center metrics to drive optimum performance both with internal contact center and vendor outsourced solutions.
• Skills
◦ Vendor and client relationship management experience with multiple partners across multiple geographies and multiple lines of business is required.
◦ Willingness and ability to interact directly with customers in escalated situations.
◦ Broad management capabilities, including people, process, and technology management.
◦ Effective presentation, verbal, and written communications skills.
◦ Effective follow-up and appropriate escalation skills
◦ Proven ability to deliver coaching and feedback in a clear, concise and constructive manner in compliance with HR best practices
◦ Proven record of excellent candidate selection through effective interviewing and recruiting for high-skilled positions.
◦ Superior Analytical Skills, including development of effective modeling and forecasting tools and processes.
◦ Proven record of leading continuous improvement efforts across multiple lines of business and sites.
◦ Proven capabilities leading and managing a large contact center operation delivering business-to-business and business-to-consumer services.
◦ Excellent PC and technical proficiency in Microsoft Word, Excel, and PowerPoint
◦ 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.
Not Ready to Apply? Join Our Talent Community!!
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.