Position Type: Full time
Type of Hire: Experienced (relevant combination of work and education)
Education Desired: Associate's Degree
Travel Percentage: 0%
General Duties & Responsibilities:
- Supervise customer service teams handling phone and email inquiries
- Ensure adherence to service level standards, policies, and procedures
- Deliver professional and courteous support to build positive customer relationships
- Manage phone coverage and make scheduling decisions
- Handle escalated customer issues
- Evaluate customer service calls and provide feedback for improvement
- Communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Perform performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes
- Coach and mentor contact center supervisors and team leads
- Identify and implement process improvements
- Coordinate customer service activities with other internal functions
- Track and report contact center performance metrics against objectives and goals
- May act as backup for senior customer service management as needed
Education Requirements:
High school diploma or GED. Associate's or Bachelor's degree preferred, or equivalent combination of education, training, or work experience.
General Knowledge, Skills & Abilities:
- Knowledge of company's products, services, and operations to resolve customer inquiries
- Excellent customer service skills with a focus on customer satisfaction
- Strong verbal and written communication skills
- Detail-oriented and customer-driven
- Ability to lead and manage large teams effectively
- Working knowledge of workforce management practices and tools
- Problem-solving and decision-making skills
- Analytic and root cause analysis skills for process improvement
- Effective people skills and sensitivities when dealing with others
- Proficiency in MS Office and standard software applications
- Ability to work independently and in a team environment
FIS Job Level Description:
Senior management role responsible for call center/site decisions and management. Provides strategic direction, coaches and mentors junior management and supervisory staff. Accountable for all results within a call center. Requires a minimum of ten years of experience in a call center or customer service-related position in a service industry and seven or more years of management or supervisory experience.
Privacy Statement:
FIS is committed to protecting the privacy and security of all personal information processed to provide services to our clients. For more information on how FIS protects personal information online, please see our Online Privacy Notice.
Sourcing Model:
Recruitment at FIS primarily follows a direct sourcing model. We accept applications directly and have a preferred supplier list for recruitment agencies. We are not responsible for any fees related to resumes submitted by agencies not on our preferred supplier list.
#PridePass:
Join our inclusive team that celebrates diversity and supports LGBTQIA+ individuals.
If you are interested in this position or have any questions, please fill out the form below and we will get back to you as soon as possible:
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