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| Job Location | Gurugram |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Customer Care Executive |
| EmploymentType | Full-time |
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 REQUIREMENTSHigh school diploma or GED. Associate s or Bachelor s degree or the equivalent combination of education, training, or work experience is preferable.GENERAL KNOWLEDGE, SKILLS & ABILITIESConsiderable knowledge of the company s products, services and business operations to enable resolution of customer inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsMust be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customersAbility to lead and manage large teams effectivelyWorking knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring softwareDemonstrated problem-solving and decision-making skillsDemonstrated analytic and root cause analysis skills for process improvement initiativesDemonstrates effective people skills and sensitivities when dealing with othersGeneral skill in the use of MS Office and other standard software applications required to perform the job dutiesAbility to work both independently and in a team environmentFIS JOB LEVEL DESCRIPTIONEntry 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.,
Keyskills :
rootcauseanalysis customerservicemanagement msoffice rootcause servicelevel peopleskills contactcenter onlineprivacy phonecoverage teammanagement problemsolving teamleadership customerservice customersupport allcenter