Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
We’re looking for a Technical Lead to join our ever evolving Contact Centre Operations Team team to help us unleash the potential of every business.
Are you ready to make your mark? Then you sound like a Worldpayer.
Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they’re always finding ways for us to grow together.
About the team
The Contact Centre Operations team is a key partner to our Sales and Existing Customer Management Teams across the UK and US. We drive cutting edge technology to engage with prospective merchants before our competitors to maximise Sales, while also ensuring we can engage with our existing customer base effectively.
We work to support multiple teams across several sites, leveraging various platforms, including the management of:
Aspect Via, our telephony platform, which controls inbound call traffic, outbound dialling and our Workforce Management tool.Outreach, our relationship management platform, which supports Account Managers through the utilision of contact sequences.Ultimately making sure we have the right person available at the right time to engage with both prospective and existing customers to achieve the most successful outcome.
The Contact Centre Operations team is responsible for the design and implementation of the contact strategy, which drives proactive contact, (outbound calls, SMS and email), whilst also managing inbound workflows, (inbound calls, SMS and email).
Working in partnership with various Leadership teams, we drive efficiency and schedule adherence, championing our company values, we think like a customer and act like an owner when making decisions so we can win as a team.
What you will own
As a Technical Lead, you will be part of an exciting and collaborative team, playing an integral role to the success of all the teams we support.
You will be an expert in the platforms we leverage. This will include:
Ensuring that data is routing through Salesforce and into platforms we support correctly.The administration and development of Aspect Via, which will include:Creation and maintenance of Outbound worktypes and contact lists within Aspect Via.Creation and maintence of inbound call routing, including IVR sequences and messaging within Aspect Via.Creation and maintenance of all Scripts, Schemas and Schedules to support the automation of data imports and exports.Manging call disposition plansManaging the various parameters and configurables which bring the contact strategy to life.Managing the integration between Aspect via and Salesforce, including the Salesforce contact centre and Office 365.The administration of Outreach including the creation ofThe integration into Saleforce, Office 365 and Azure,Triggers,Contact sequences,Email templates,SnippetsSupporting our stakeholders understand the platforms we leverage and how they can measure the performance of their teams. This will include:Representing the platforms we support in various meetings (in person and virtually) with colleagues from across the business.Support the training and development of colleauges using the platforms we support, from the Real Time Analysts through to the end users.Explaining complicated processes and procedures in a simple and easy to understand manner.You will have a passion for:
Data, ensuring that each change we deploy is effective and performing inline with expections while planning for our next optimisation. This will include:Extracting and manipulating data using tools such as SQL, Snowflake, and Excel,Presenting data utilsing Power Point or Power BI,Techology, ensuring we are always utilising the latest technology, pushing the tools we leverage in new and innovative ways ahead of our competitors. This will include:Building a network of relationships with our vendors,Thinking outside the box to solve problems and creation solutions,Being curious about contact centre technology and the introduction of AI,What you bring:
Proven ability managing contact centre platforms with a minimum of three years experience in a similar role.An analytical mindset with strong attention to detail,Experience working with data in SQL and/or SnowflakeExperience manipulating data in Excel and presenting it to stakeholders,Proven stake holder management skills,The ability to thrive in a fast paced, ever changing, environment,A desire to learn new skills and belief in continuous professional development,Added bonus if you have:
Experience with various dialler technology, including Apsect Via or similar cloud based solution.Experience with sales enablement tools such as Outreach.io, InsideSales.com, Salesforce Cadeances,Accountable – You never standing still, never settle. You work at pace to achieve your goals.
Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.
Determined - You stay open – winning, and failing, as one. Always looking for solutions that add value.
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Privacy Statement
Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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