Global Payments Contact Centre Leadership Position

2 weeks ago


Quezon City, National Capital Region, Philippines Global Payments Full time

About the Company

Global Payments makes it possible for millions of people to move money between buyers and sellers. Our team helps over 3 million companies grow with confidence and achieve amazing results.

Job Summary

  • Manages the departmental operations for the call centre, interacting with client leadership to resolve issues.
  • Oversees the efficiency and quality of monitoring call volumes, ensuring Service Level Agreements are maintained.

Responsibilities

  1. Plans, directs, supervises, and evaluates work flow.
  2. Conducts call pattern forecasting activities.
  3. Establishes procedures and scripts used by team members.

Requirements

  • A minimum of 10 years related professional experience, including 5-6 years in a managerial position.
  • A Bachelor's Degree or relevant experience in lieu of a degree may be considered.
  • Amenable to shifting/rotational schedules and willing to work onsite.

Preferred Qualifications

  • Prior experience in payment or technology industries is preferred.
  • Masters Degree in a related field is also an advantage.

About the Role

This role requires strong leadership skills, strategic direction, and ability to develop and communicate plans. The successful candidate will oversee large teams across diverse functional areas, ensuring quantitative and qualitative objectives are met.



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