Sr. Manager, Call Center Operations – Jacksonville, FL

About Us:

Founded in 1999, FSV Payment Systems, Inc. provides host-based stored value and prepaid card solutions. FSV is a leader in the delivery of prepaid program management and processing services; we offer host-based prepaid cards and automated ePayment solutions, including applications for payroll, employee benefits, government benefits, gift cards, travel, promotions, loyalty, and incentives. We process hundreds of programs and millions of cards each year. Our corporate headquarters are located in Jacksonville, FL with experienced operations, client and cardholder service resources.  


Description:

Provide leadership and management to call center staff while overseeing the efficient call center operation that includes both an internal call center and external outsourced call center sites. Ensure the delivery of all Customer Service, Quality and Service Level commitments for the call center operation.


Responsibilities

Direct all activities within the Call Center operation including: hiring, oversight of key performance indicators; maintenance of accurate call center reporting and employee recordkeeping; ensuring Quality and Service standards are met; ensure agent and staff development systems are in place; and ensure overall cardholder and client satisfaction.

• Track and analyze Call Center performance versus service goals; identify opportunities for improvement and develop plans to improve; issue regular reports to senior management and clients with recommended actions.
• Accountable for delivery of customer service quality, including assurance activities, across all call centers.
• Develop and maintain strong relationships with internal business unit customers and external clients to ensure CSR's are providing world class customer service.
• Build a team environment through regular contact, communication, and meetings with staff.
• Ensure that staff is sufficiently trained and managed to accomplish shared goals. Ensure training programs achieve consistent process and performance standards across all call centers.
• Working with HR, manage all HR issues for the Call Center including interviewing and hiring new employees, modifying or introducing new staff policies or programs, and ensuring staff compliance with all policies and programs.
• Monitor vendor performance to ensure that the vendor and call center goals are met.
• Identify, recommend and support the implementation of various programs for the improvement of call center processes and support of company growth.
• Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.

• Bachelor’s Degree preferred.
• Minimum of 5 years of management experience in a call center environment.
• Significant inbound call center management experience including operations, performance metrics, continuous improvement, and process excellence.
• Previous experience managing outsourced vendor relationships.
• Solid Problem-solving skills and excellent Management skills.
• Excellent verbal and written communication skills required with the ability to express ideas in a clear and concise manner.
• Previous experience reviewing and presenting performance results to vendors and client partners.
• Excellent computer skills required including understanding of call center software systems and MSFT Office Suite proficiency.
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
• Ability to think tactically and identify significant success factors.
• Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports.
  
  

Contact:
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