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Customer Service
Call Center Supervisor I
@FIS Global Business Solutions India Private Ltd
[Hiring] Call Center Supervisor I @FIS Global Business Solutions India Private Ltd
Mar 28, 2025 - FIS Global Business Solutions India Private Ltd is hiring a remote Call Center Supervisor I. 💸 Salary: unspecified. 📍Location: India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
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.
Company Description
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.
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| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
