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Dispute by Phone Facilitator

Company: Barclays
Location: Hamilton
Posted on: November 15, 2022

Job Description:

DISPUTE BY PHONE FACILITATOR
As a Barclays Dispute by Phone Facilitator, you will be a leader and mentor to the team of non-exempt frontline colleagues. -You will be the subject matter experts across all Merchant Dispute skill-sets in addition to a resource for operational policies and procedures. -You will be the point of contact to handle unique scenarios that are presented to the customer-facing colleagues where applicable. -Additionally, you will address escalated customer inquiries and engage managers as necessary for atypical situations.
Salary / Rate Minimum: $44,000
Salary / Rate Maximum: $58,000
The minimum and maximum salary/rate information above include only base salary or base hourly rate. -It does not include any another type of compensation or benefits that may be available.
WHAT WILL YOU BE DOING?
Managing daily staffing and workflow and ensure adherence to department quantity and quality standards
Proactively identifying service delivery failures and escalate issue or impact to appropriate business owners and leadership

Assisting customer-facing colleagues to meet and exceed their metrics where applicable and at the direction of leadership

Utilizing reporting to drive team to meet their performance against defined goals
Providing performance analysis to implement action plan strategies to improve overall performance
Deciding specific to function are generally made without seeking approval from leadership
WHAT WE'RE LOOKING FOR:
More than one year's leadership experience
Service Level, queue and staffing management

Demonstrated leadership characteristics or experience in a call center environment

SKILLS THAT WILL HELP YOU IN THE ROLE:
Excellent management and interpersonal skills; proven ability to develop and motivate employees to meet and exceed performance standards
Excellent written and verbal communications skills with proficiency utilizing a PC

Ability to work with others in a fast-paced, team environment and to interact effectively with all levels of management

WHERE WILL YOU BE WORKING?
On the Henderson campus, you'll find a full-service caf--; recreational rooms complete with snacks, ping-pong and foosball tables; plus, free parking. We pride ourselves on our inclusive culture focused on celebrating the diversity of all of our colleagues! The Henderson campus also offers plenty of opportunities to get involved and give back to our community.

Keywords: Barclays, Hamilton , Dispute by Phone Facilitator, Other , Hamilton, Ohio

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