Fiserv, Inc Hiring for Call Centre Team Manager Job at Nenagh Full Time

EMEA Operations – Team Manager Merchant Customer Services

Join Fiserv as a Team Manager becoming part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies (‘FinTech’)

We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamic Merchant businesses

What is the role?

Role: Team Manager Merchant Customer Services

We are currently seeking high calibre leaders to drive client excellence in our new operational hub in Nenagh supporting our Merchant businesses.

This new Operational Hub in Nenagh will complement our existing dedicated Customer Service centres located in UK, Germany & Poland as we truly make our organisation the very best for client experience and satisfaction globally.

This exciting new role will carry direct responsibility for managing the day to day operations of our Customer Contact Centre ensuring the agents in your team are delighting clients with every interaction whether telephone, email, web chat or

Role responsibilities include:

• Leading and motivating a team of customer service agents in delighting the client in every interaction

• Own your performance and your teams through driving key performance indicators (KPIs) and constantly improving productivity and client outcomes.

• Being forward by always looking for ways to improve journeys for our clients and Associates

• Through targeted coaching plans, demonstrate improvements to performance to achieve and exceed KPIs

• Accountable for the implementation and embedding of all attendant client and Fiserv functional policies and processes, demonstrating adherence via designated controls validation as per our ‘show-me not tell-me’ risk culture

• Undertaking regular review of defined controls portfolio to ensure it remains adequate and effective and demonstrating a zero tolerance for any or code of conduct or risk breaches

• Being an excellent communicator, being able support and engage with our clients and associates at all levels.

• Creating a diverse and engaging working environment that encourages team members to meet and exceed theirs and our organisation’s goals

• Be a role model to your team and all those that you interact with, living and breathing our Fiserv values and behaviours

• Working above and beyond any regulatory requirements, always focusing on delivering the right customer outcome

We will provide all requisite training to ensure adherence to relevant financial regulations and the skills to exceed defined monthly goals and objectives.

What do we offer?

• A clear and defined career path with global opportunities for development and progression

• Coaching, support, mentoring, training and development opportunities

• Competitive and highly rewarding incentives and benefits package, including health care

• A highly competitive local salary

• 22 days holiday + bank holidays pro rata

What skills do I need?

Fiserv is looking for highly focussed, engaged, passionate, empowering and innovative individuals to join us.

You will need to be able to multi-tasking across multiple skills and love customer interactions and relationship building.

The below skills are additional pre-requisites;

• A flexible can-do approach and attitude to evolving customer needs and activities

• Excellent verbal and written communication skills

• Ability to coach for measurable improvement

• Enhanced listening skills and attention to detail

• Exemplary customer service skills

• Ownership and ability to take accountability

• Quick thinking and resiliency under pressure

Hours

• 1 in 4 weekends

• Full Time, 40 hours per week

• Flexible to work a rotation between 8am – 9pm

Do I need any additional interpersonal skills?

• 
  Empathy – Being able to put yourself in the Merchant’s seat; every interaction will be different with some being more challenging than others

• 
  Problem solving – This is vital for this position, whether it is collecting a payment, agreeing a payment plan, solving a technical problem or listening to a Merchant’s wider problems you will need to be able to think on your feet and act accordingly

• 
  Organisation skills – Ensuring that you are well organised, understand the importance of punctuality, have great time management skills and can multi-task across multiple systems or platforms whilst maintaining a seamless communication with Merchants

• 
  Communication – Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a Merchant could have in a professional, friendly and positive manner

Who are we?

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. Our c.44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability