Team Leader Call Center Voice

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associates Degree Travel Percentage : 0%Are you curious, motivated, and forward-thinking At FIS you ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.Entry level supervisory/team lead role, leads team under close guidance.About the TeamOur team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.What You Will Be DoingOversees 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.What you bring:Graduation in any streamConsiderable 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 environmentWhat we offer youA competitive salary with attractive benefits including private medical and dental coverage insuranceA multifaceted job with a high degree of responsibility and a broad spectrum of opportunitiesA modern work environment and a dedicated and motivated teamA broad range of professional education and personal development opportunitiesA work environment built on collaboration and respectPrivacy StatementFIS 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.Sourcing ModelRecruitment 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.#pridepass,

Keyskills :
salescustomer relationsslaqualitycoachingroot cause analysiscustomer service managementms officeroot causeservice levelpeople skillscontact centeronline privacyphone coverageproblem solving