Skip navigation
Unable to save this job. Please try again later.

{msg}

Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Myersville, MD 21773

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Director of Client Services jobs in Myersville, MD delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
• 
8 to 15 characters
• 
1 uppercase letter
• 
1 number or symbol
• 
1 lowercase letter
Cancel
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Associate Director Chargebacks

TSYS • Myersville, MD

Posted 2 days ago

Job Snapshot

Full-Time
Banking - Financial Services, Electronics, Internet - ECommerce
Management

Job Description

Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.  We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.



Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.



What Part Will You Play?

  • Participates in Monthly/Quarterly Business Reviews with various clients to discuss performance, our upcoming initiatives, contract obligations, service levels, quality, and servicing impacts. Builds relationships with clients through daily interaction with the relationship management, project management, and implementation services teams. Resolves escalated customer issues that are not resolved at the supervisor or manager level. Ensures delivery of quality services and achievement of positive customer/client satisfaction survey results.
  • Analyzes call volume forecasts and collaborates with the Work Force Management team to create an effective staffing and hiring plan to ensure proper staffing levels are maintained at all times. Ensures team members receive the necessary training to do their jobs effectively. Develops an operational playbook, to ensure metrics, goals, and operations standards are visible and understood by all team members
    Drives accountability through individual goal setting, regular 1on1s, huddles, team meetings, performance coaching, and month end reviews.
    Audits and analyzes scorecard and reporting data for accuracy. Identifies performance gaps and trends for immediate and long-term action planning
  • Manages the department operations, expenses and revenue. Approves department expenses, monthly client billing and reporting. Ensure (agent, system, other) error expenses are allocated to the appropriate cost center.
  • Where applicable, establishes and maintains vendor/provider relationships and association certifications required for the client. Negotiates airline, cruise and tour company commission agreements and sales incentives providing for revenue opportunities where applicable.
  • Identifies and reports agent, system and other issues, co-ordinate with responsible party to address and resolve issues in a timely manner, incorporating Recommends training, system enhancements and improved processes to minimize or eliminate issues that impact overall service quality.
  • Participates in Sales meetings/conversations/document gathering to gain new business for the company
  • Assists in creating business plans to enhance new product development.
  • Provides documentation for company related audits
  • Not an exhaustive list; other duties as assigned.


What Are We Looking For in This Role?

Minimum Qualifications

  • Bachelor's Degree
  • Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
  • Typically a minimum of 8 years
  • related professional experience including a minimum of 3-4 years experience in a supervisory position.


Preferred Qualifications


  • None Identified


What Are Our Desired Skills and Capabilities?


None Identified



    Not Ready to Apply?  Join Our Talent Community!!

    US Applicants:
    TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.

    Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process.  For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.


    EOE/Minorities/Females/Vet/Disability


    Outside of US Applicants:

    TSYS is committed to diversity and equal opportunities for everyone.  We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law.  For more information, please refer to our Code of Business Conduct and Ethics, found here.

    Job ID: POSTING-3-18161
    Help us improve CareerBuilder by providing feedback about this job: Report this Job.
    CAREERBUILDER TIP
    For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
    By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
    Don't miss out on new jobs like this
    Get the latest jobs delivered to your inbox. Unsubscribe at any time.

    Saving Your Job Alert

    Job Alert Created

    Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

    Maximum Email Alerts

    This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.