InP - Call Center Manager I

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing

• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.

• Ensures adequate phone coverage including making decisions regarding scheduling changes.

• Acts as an escalation point for resolving the most difficult customer issues.

• Evaluates the quality of customer service associates' calls from customers; provides feedback to reps on strengths and areas for improvement.

• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.

• Serves as an escalation point for resolving the most difficult customer issues.

• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.

• Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.

• Approves and implements streamlining opportunities and process improvements.

• Coordinates customer service activities with other internal functions.

• Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.

• May serve as a backup to more senior customer service management in their absence.

• Other related duties assigned as needed.

What you bring:

• Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries

• Excellent customer service skills that build high levels of customer satisfaction

• Excellent verbal and written communication skills

• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers

• Ability to lead and manage large teams effectively

• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software

• Demonstrated problem-solving and decision-making skills

• Demonstrated analytic and root cause analysis skills for process improvement initiatives

• Demonstrates effective people skills and sensitivities when dealing with others

• General skill in the use of MS Office and other standard software applications required to perform the job duties

• Ability to work both independently and in a team environment
 

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A broad range of professional education and personal development possibilities – FIS is your final career step

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities.

With a 50-year history rooted in the financial services industry, FIS is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500 Index. FIS 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 FIS protects personal information online, please see the FIS Online Privacy Notice.

Privacy Statement

FIS 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 FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS 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.

#pridepass