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Call Centre Supervisor
Insignia Lifestyle Boutique Limited, organizačná zložka
Place of work
Štefánikova 15, Bratislava
Štefánikova 15, Bratislava
Contract type
full-time
full-time
Start date
01.11.2017
01.11.2017
Information about the position
Job description, responsibilities and duties
Role’s objective:
With a launch of the Card operations Call center in Bratislava it is your responsibility as a Head of Client Operations to ensure that the business has a strong focus on process and client delivery, including call centre operations. You will be responsible for ensuring the team has robust KPI's that are adhered to and that the team has a formal development plan in process to meet the needs of the growing business.
You will be responsible for daily running and management of the contact and card operations centre through effective use of resources ensuring the setting, meeting and exceeding of targets as well as planning areas of development and improvement.
Key Accountabilities:
• Manages a team in the daily activities for the company's credit card operations, which includes new account application processing, collections, fraud assessment, and resolution of uncertain transactions, lost/stolen reporting, card blocking and renewal.
• Perform tasks related to specific projects delegated by Chief Customer Officer (system changes and
or/enhancements, new products designing and implementation) acts as Chief Customer Officer Deputy
in her/his absence.
• Manages card manufacture and personalization process, card delivery, inventory
controlling.
• Designs and implements credit card operations policies, procedures and operations manual and recommends changes to increase efficiency
• Ensures that credit card operations adhere to the organization's financial and
business strategies
• Manage and coach Customer Care support staff, Operational staff and recommend hires, terminations, promotions, transfers, training and development.
• Provide direction to staff regarding Card scheme rules and internal policies. Maintain accountability and responsibility for Operations Department results .
• Cooperate with the fraud manager to manage Disputes & Chargebacks, related to credit card fraud or other credit card transaction disputes in Fraud manager absence.
• Serve as an escalation point by researching and responding to inquiries and
complaints that cannot be resolved at the Operational staff level.
• Complete and ensure timely delivery Quarterly reports to card schemes (Visa,
MasterCard)
With a launch of the Card operations Call center in Bratislava it is your responsibility as a Head of Client Operations to ensure that the business has a strong focus on process and client delivery, including call centre operations. You will be responsible for ensuring the team has robust KPI's that are adhered to and that the team has a formal development plan in process to meet the needs of the growing business.
You will be responsible for daily running and management of the contact and card operations centre through effective use of resources ensuring the setting, meeting and exceeding of targets as well as planning areas of development and improvement.
Key Accountabilities:
• Manages a team in the daily activities for the company's credit card operations, which includes new account application processing, collections, fraud assessment, and resolution of uncertain transactions, lost/stolen reporting, card blocking and renewal.
• Perform tasks related to specific projects delegated by Chief Customer Officer (system changes and
or/enhancements, new products designing and implementation) acts as Chief Customer Officer Deputy
in her/his absence.
• Manages card manufacture and personalization process, card delivery, inventory
controlling.
• Designs and implements credit card operations policies, procedures and operations manual and recommends changes to increase efficiency
• Ensures that credit card operations adhere to the organization's financial and
business strategies
• Manage and coach Customer Care support staff, Operational staff and recommend hires, terminations, promotions, transfers, training and development.
• Provide direction to staff regarding Card scheme rules and internal policies. Maintain accountability and responsibility for Operations Department results .
• Cooperate with the fraud manager to manage Disputes & Chargebacks, related to credit card fraud or other credit card transaction disputes in Fraud manager absence.
• Serve as an escalation point by researching and responding to inquiries and
complaints that cannot be resolved at the Operational staff level.
• Complete and ensure timely delivery Quarterly reports to card schemes (Visa,
MasterCard)
Employee perks, benefits
You will be working with one of the best international lifestyle management companies and young highly motivated team, as well as provided with trainings and continuing education, company events and other benefits.
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Educational Specialization
Call center management, Banking, Card servicing
Language skills
English - Proficiency (C2)
Other knowledge
Business correspondence - Expert
Number of years of experience
5
Personality requirements and skills
Knowledge and Skills:
• Proven experience in the management of teams (5 people)
• Background in operations preferably Banking, Credit Card or Payment Services
• Knowledge and experience to design and implement operating procedures and processes for Credit card operations function.
• Experience in new product implementation as it relates to contact and operations management
• Able to analyse and understand the processes and put it in a document
• Excellent communication skills
• Strong customer focus and excellent telephone manner
• Good organizational, managerial and project management skills, excellent interpersonal, verbal and written communication skills
• The ability to work well in teams.
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Leadership skills and the ability to motivate and develop staff
• Desire to help others work towards targets and develop their skills
• Confidence and great business sense
• Focused self-motivated approach to work with the ability to set, meet and exceed targets
• Proven experience in the management of teams (5 people)
• Background in operations preferably Banking, Credit Card or Payment Services
• Knowledge and experience to design and implement operating procedures and processes for Credit card operations function.
• Experience in new product implementation as it relates to contact and operations management
• Able to analyse and understand the processes and put it in a document
• Excellent communication skills
• Strong customer focus and excellent telephone manner
• Good organizational, managerial and project management skills, excellent interpersonal, verbal and written communication skills
• The ability to work well in teams.
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Leadership skills and the ability to motivate and develop staff
• Desire to help others work towards targets and develop their skills
• Confidence and great business sense
• Focused self-motivated approach to work with the ability to set, meet and exceed targets
Advertiser
Brief description of the company
Established for over 20 years Insignia are adept at serving elite, ultra-high-net-worth clientele with the most discerning tastes and demanding lifestyles. We go above and beyond, providing unrivalled luxury lifestyle and financial management.
Our philosophy champions bespoke servicing, exclusive access, valuable intelligence, emerging trends, an extensive network of partners and unparalleled industry specialists.
As an international company headquartered in London, our reach is truly global in scale, with offices established across Europe. We are innovative in our delivery and the customer is at the forefront of our success. With this culture we value Independent thinking, Assertiveness & Collaboration.
Our philosophy champions bespoke servicing, exclusive access, valuable intelligence, emerging trends, an extensive network of partners and unparalleled industry specialists.
As an international company headquartered in London, our reach is truly global in scale, with offices established across Europe. We are innovative in our delivery and the customer is at the forefront of our success. With this culture we value Independent thinking, Assertiveness & Collaboration.
Number of employees
50-99 employees
ID: 3200794
Dátum zverejnenia: 28.9.2017
2017-09-28
lokalita: Bratislava Pozícia: Call Centre Supervisor Spoločnosť: Insignia Lifestyle Boutique Limited, organizačná zložka