Manager, Client Contact

FIS; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FIS in Gurugram, India, seeks an experienced supervisor to oversee one or more teams of customer service associates who handle inquiries via phone and email. The role ensures adherence to service levels, policies, and procedures, delivering professional support and maintaining productive client relationships, while managing coverage and scheduling changes.

You will act as escalation point for difficult issues, evaluate call quality, provide feedback, and coordinate with clients, vendors and

Qualifications

• High school diploma or GED required.
• Associates or Bachelor's degree preferred.
• Strong leadership and team management experience.
• Excellent verbal and written communication.
• Ability to resolve customer issues and escalate when needed.
• Knowledge of workforce management practices.
• Proficiency in MS Office.

Responsibilities

• Oversee one or more teams of customer service associates.
• Monitor adherence to service levels and policies.
• Ensure professional customer support and positive client relationships.
• Manage scheduling to ensure adequate phone coverage.
• Act as escalation point for difficult issues.
• Evaluate call quality and provide feedback for improvement.
• Coordinate with clients, vendors and other departments to ensure quality service.
• May back up senior management in their absence.

Skills

Leadership

Customer service

Communication skills

Team management

Workforce management

Scheduling software

Quality monitoring

Problem-solving

Analytic skills

MS Office

Education

High school diploma or GED

Associates or Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

Job Summary

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. 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.
• Associates or Bachelors degree or the equivalent combination of education, training, or work experience is preferable.

General Knowledge, Skills & Abilities

• Considerable knowledge of the companys 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