Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Associate's Degree

Travel Percentage

0%

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

Highest Qualification

Bachelor's degree or the equivalent combination of education, training, or work experience is preferable.

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

Working in an international company, alongside international colleagues
Being a part of an innovative and entrepreneurial environment of a growing department and team. Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories)
Development opportunities by using the company's on-line training database and LinkedIn Learning. Unique working atmosphere (team integration meetings, friendly working environment, support of experienced employees)
Opportunity to get involved in social projects and local initiatives
A broad range of professional education and personal development opportunities
A work environment built on collaboration and respect

Fis Job Level Description

Entry level supervisory role. Works under general direction of customer service management. Typically supervises a team of ten to twenty-five Contact Center Associates. Typically requires a minimum of three years of experience in a call center or customer service-related position in a service industry. Typically requires one or more years supervisory or team leadership experience. Demonstrates basic competencies of the supervisory position focused on customer satisfaction, communication, team management and execution with a results focus.

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.

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InP - Call Center Supervisor I