[Hiring] Supervisor, Client Contact @FIS

Role Description

• 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 maintain 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.
• 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.

Qualifications

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

Benefits

• 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 online 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.