Operations Manager - Call Quality

Equal Employment Opportunity RBS WorldPay is an equal opportunity and affirmative action employer. RBS WorldPay does not discriminate on the basis of race, color, religion, sex, age, national origin, physical or mental disability, sexual preference, gender identity or expression, or status as a special disabled veteran, Vietnam veteran, or other veteran of the United States Armed Forces, or any other protected characteristic. Pay,Benefits, & Work Schedule Hours per Week: 40 Work Schedule: M-F 9:00AM-6:00PM Qualifications Candidate should possess a BS degree from an accredited college or university or equivalent work experience. Candidate should possess four years work experience in an inbound call center environment. Candidate should have direct experience with call monitoring and call quality rigor, systems, & process management. Candidate must possess at least three years of direct supervisory experience. Candidate must possess excellent verbal and written communication skills. Candidate must possess proficient computer skills in Word, Excel, and Windows based programs including e-mail. Candidate will be expected to learn & maintain proficient knowledge concerning products and services, departmental and company processes and procedures, and use of company databases and customer applications. Payment services industry and POS product knowledge would be beneficial. Note: job location could either be Alpharetta or College Park/Camp Creek area Responsibilities Manage call monitoring and call quality processes for 160+ seat inbound call center. Support the development of strategies and communication of call monitoring plans to staff & call center personnel regarding policies and procedures. Support a customer centric service culture within the Call Center; maintain and/or create & support call monitoring processes to enhance this service culture in the inbound call monitoring situations. Embody those values by obtaining thorough job knowledge and leading by example. Provide overall managerial & one on one time with direct reports on a regular basis to discuss department and personal performance needs. Be available to assist direct reports and representatives in problem solving and to ensure customer satisfaction. Coordinate department recurring training needs to ensure proper training is provided as required. Provide insight, experience, and feedback to all Operations staff on the quality of service that is provided to our merchants. Provide call monitoring framework to uphold the highest service delivery to our merchants. Responsible for the day-to-day management of the department and ensuring that all processes, procedures, and service level expectations are met or exceeded. Create and foster a team environment with subordinates and maintain open communication channels with all levels of the organization. Drive call monitoring application development suggestions. Work directly with call monitoring software vendor for product maintenance, enhancements and administrative needs. If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=555523-3-233 Search for this position with the Reference Code 343840 entered in the Job Requisition # section of your search. Company: RBS WorldPay Location: Atlanta Job Status/Type: Full Time, Employee Job Category: Customer Support/Client Care Occupations: Call Center;General/Other: Customer Support/Client Care;Retail Customer Service Career Level: Manager (Manager/Supervisor of Staff) Company: RBS WorldPay Reference Code: 343840