Site Leader, Panama Contact Center

i2c, Inc. is a leading, global technology provider of electronic payment processing solutions. A continuous process of innovation and flexible technology enables i2c to deliver integrated, high performance, configurable and cost effective solutions to market in a rapid fashion. With headquarters in Redwood Shores, CA, i2c has 20 years of experience, over 250 employees, Sales and Support offices worldwide and clients in North America, Latin America, Middle East, Asia Pacific and Europe.

Site Leader, Panama Contact Center

As the Site Leader, Panama Contact Center, you will be responsible for the leadership, direction and operational management of i2c's Panamanian Contact Center site. The Contact Center will provide cardholder services to support i2c's multi national client accounts, particularly LAC Regional clients, encompassing both banks and non banks. The Site Leader will initiate and establish the Contact Center operation in Panama and then manage and optimize the center.

Responsibilities:
• Initiate and establish i2c's Contact Center in Panama
• Recruit, mentor and develop a high performance contact center team
• Forecast and plan Panama Site Operating Budget. Provide oversight and management on an ongoing basis to mange expenses to agreed budget
• Optimize operations and manage for client and cardholder satisfaction
• Provide prepaid / bank card industry subject matter expertise. Establish operations, policy and procedures in accordance with corporate guidelines and industry best practices
• Develop and manage reporting and metrics to measure performance against KPI's
• Assist in developing card, call and revenue forecasts
• Assemble project teams, assign individual responsibilities, identify appropriate resources needed
• Evolve Site Operations to include Chargeback, Technical support and Risk and Fraud functions as required
• Pursue and support diverse initiatives as required by management

Qualifications:
• Fluent in English and Spanish, in both written and spoken forms. Portuguese a plus
• LAC market knowledge and experience
• 5+ years demonstrable track record of Contact Center Management and Operations, with a preference for Financial Services / Bank Card Industry experience
• Direct open loop / network Prepaid industry knowledge and experience preferred. Knowledge of Debit, Credit, ATM, Mobile and closed loop also beneficial
• Industry knowledge and experience with Visa, MasterCard, Discover, and/or American Express
• Bachelor's degree; Master's degree desirable
• Demonstrated experience in working with geographically disbursed teams with people of varied cultures and backgrounds
• Demonstrable team leadership, development and management
• Clear and effective written and oral communication skills
• High-energy, results-oriented individual with ability to function effectively and independently with a minimum of supervision
• Very strong interpersonal skills, with proven ability to establish effective working relationships across multiple levels and multiple functions within both internal and external organizations
• Excellent organizational, analytical, and creative problem solving skills, with strong attention to detail and good follow-up
• Very strong computer skills, with MS Office Products in particular; PowerPoint Excel, Outlook, Project and Word

Benefits:
We offer unprecedented benefits to our employees. In addition to a fantastic salary base and compensation plan for all of our positions, we offer:
• an excellent career path
• healthcare plan
• 401(k)
• long-term and short-term disability
• paid holidays
• life insurance

We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

To Apply:
To respond to this opportunity, please send resumes to: (enviar CV utilizando el enlace)
Word and PDF Resumes only please.

EOE

Empresa: i2c Inc.
Localidad: Panamá (Panamá)
Sector: Administración,Otro,Rec. Humanos
Profesiones relacionadas: Director Territorial ó Regional,Regional Manager
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 5 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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