Jun 16, 2017

Call Center Services Operations Manager

  • FPSJobsIndiana
  • Columbus, OH , United States
Full time Customer Service

Job Description

Columbus , OH , United States   Manage and coordinate operational activities within the Retail Payment Systems division ensuring quality service and effective operations support for all internal and external customers.Participate in the review and recommendation of card operations systems and procedures affecting assigned units coordinating system conversions from an operations perspective
* Manage the card operations activities by planning and scheduling departmental activities and workload and coordinating with related departments ensuring that operational schedules are met
* Review and recommend new methods and procedures to make daily operations more efficient
* Participate in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services
- may participate in project task forces or user groups to represent the department on training or systems needs
* Interface with other departments regions vendors agencies etc. to resolve customer service issues following up with resolution of problems to ensure timely response and customer service
* Implement and monitor tracking and performance monitoring mechanisms providing reports and/or presentations to keep senior management informed of operations activities
* Maintain knowledge of all products and services offered in the division
- keep informed of new or changing developments products services or ideas which would affect operations
* Ensures sales quality control and customer services goals are met  

Job Requirements:

* Must possess a strong basic skill set including excellent verbal and written communication and people skills strong analytical problem-solving and project management skills and the ability to work effectively in a team.
* 10 or more years of experience in the credit/debit card industry and/or financial services operations in the areas of Customer Service Credit Underwriting and/or Fraud Risk Management
* Very strong leadership skills including the ability to lead a very large group of exempt and nonexempt employees through proven performance management techniques as well as the ability to lead teams in multiple locations
* Demonstrated ability to be a strategic business-oriented critical thinker who can effectively develop and implement a variety of operational and business strategies
* Ability to work well in a partnership-oriented environment with key emphasis on flexibility execution and customer service
* Experience and knowledge associated with operational technology including telephony systems (IVR’s CTI CMS etc.) workforce management tools desktop computers and production software (MS Office)
* Sales experience within an operational environment is preferred   • EDUCATION:Bachelors degree


Customer Support Training and Client Care



Apply Now