Call Center training senior managerWorldpay

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 10 - 15% GENERAL DUTIES & RESPONSIBILITIES * At least 5 years\u2019 experience in a call center Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 10 - 15% GENERAL DUTIES & RESPONSIBILITIES At least 5 yearsu2019 experience in a call center Proven track record of managing large teams with exceptional results Strong execution of performance improvement plans, including attrition Has experience driving NPS/CSAT/AHT improvements with exceptional results Has strong background in managing knowledge transfers for learners / NHs and learning interventions. Can work night shifts and work on site Not currently studying Financial background/experience is preferred 5 years of experience in an office setting is preferred Oversees primary activities of training specialists to ensure completion of tasks and attainment of departmental goals. Resolves issues and contributes to business unit/area development. Manages work efforts of training professionals with responsibility for hiring, firing, performance appraisals and pay reviews. Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions and ensures certification of training specialists. Manages scheduling and coordination of training dates, training rooms and equipment. Ensures achievement of learning objectives and performance metrics by associates according to pre-defined timelines. Evaluates and assesses new projects based upon , complexity and time frame. Selects and assigns appropriate project leader and team member(s). Serves as escalation point for issues beyond team authority resolves conflicts involving scheduling, resources or technical issues. May be responsible for conducting associate training, or supervisory leadership training. May be responsible for budgeting of department personnel, capital and/or operations expenses. Other related duties assigned as needed. EDUCATION REQUIREMENTS College Graduate or the equivalent combination of education, training, or work experience is preferable. GENERAL KNOWLEDGE, SKILLS & ABILITIES Considerable knowledge of the companyu2019s products, services and business operations to enable resolution of customer inquiries Excellent customer service skills that build high levels of customer satisfaction Excellent verbal and written communication skills Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers Ability to lead and manage large teams effectively Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software Demonstrated problem-solving and decision-making skills Demonstrated analytic and root cause analysis skills for process improvement initiatives Demonstrates effective people skills and sensitivities when dealing with others General skill in the use of MS Office and other standard software applications required to perform the job duties Ability to work both independently and in a team environment FIS JOB LEVEL DESCRIPTION Career level management role. Works under general direction of middle or senior level management. Manages and mentors a team of training professionals. Serves as a project leader and/or subject matter expert, and provides input into strategic direction. Typically requires up to seven years of experience designing and developing training materials or training delivery and three or more years of management or supervisory experience. Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the . Sourcing Model Recruitment at FIS works primarily on a direct sourcing model a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass
Monster

Manila City, Metro Manila
Permanent
Full-time