Team Leader

Job Description

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

Bachelors 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