We are currently looking for an experienced German Speaking Contact Centre Team Manager to join the team based in Milton Keynes .
You will join us on a full time, permanent basis working on a rotational shift basis between 6am 11pm including weekend working and in return, you will receive a competitive salary plus great benefits.
TSYS Managed Services EMEA (TMS EMEA) has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions.
We operate from two UK locations, Milton Keynes and Coventry, and from Barneveld in the Netherlands.
As our German Speaking Contact Centre Team Manager, your primary responsibility will be to ensure best practice in day to day process and people management.
You will also be responsible for the team’s productivity and performance and the overall management of your team.
Benefits of joining us as our German Speaking Contact Centre Team Manager :
As well as a competitive salary, ongoing training provided by a dedicated onsite training department, and a fast paced, fun working environment this role comes with the following benefits;
29 days holiday (With the option to buy / sell an additional 5 days)
Limited free on-site parking
Peoples Pension scheme
Eye Care Vouchers
Discounted gym membership
MediCash Plan (On completion of 4 month service)
Main responsibilities of our German Speaking Contact Centre Team Manager :
Deliver KPI’s within agreed budgets, service levels and business targets.
Manage day to day activities, prioritise and make risk / impact assessments within existing processes and procedures towards achieving SLA
Participate in regular, proactive reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.
Manage business processes, such as time and attendance and ACD reporting, to ensure accurate flow of information internally and externally.
Ensure training and development plans are maintained for all team members.
Manage the team with a fair and consistent approach
Keep abreast of developments in the Contact Centre industry and the client industry sector with a view to assimilating new ideas and keeping abreast of best-practice methodology.
Monitor and maintain a high level of customer satisfaction as required.
Input to and maintain a quality management system.
Support the Operations Manager to highlight operational risks and areas for improvement
Act as a point of escalation for customers, managing complaints with minimal support
This is not an exhaustive list of your duties and responsibilities.
What we are looking for in our ideal German Speaking Contact Centre Team Manager :
At least 12 months management experience in a Contact Centre environment
Previous experience in the financial services industry
Credit card Customer Services experience or Credit card Fraud experience or Credit card Collections experience
Up to date knowledge on current compliance and regulations
Excellent coaching, communication and negotiation skills
Excellent planning and organisation skills
Industry, organization and job knowledge
Strong leadership skills
If you are passionate about putting employees first, are motivational, inspirational, and results driven with a passion to succeed, then click APPLY now to become our next German Speaking Contact Centre Team Manager .
Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.
TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.