InP - Call Center Manager Senior

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

Education Requirements

High school diploma or GED. Associate's or Bachelor's degree or the equivalent combination of education, training, or work experience is preferable.

What You Bring

Experience of sizeable operations for Chat and Voice is a must

What We Offer You

Fis Job Level Description

Senior management role. Has overall responsibility for call center / site decisions and management. Provides strategic direction, coaches and mentors junior management and supervisory staff. Accountable for all results within a call center. Manages all teams of Customer Service Associates within a contact center. Typically requires a minimum of ten years of experience in a call center or customer service-related position in a service industry and seven or more years management or supervisory experience. Typically a call center site will have only one incumbent in this job.

Privacy Statement

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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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Skills Required

Ms Office, Scheduling Software