Sr Manager, Client Contact

Fidelity Information Services, LLC; Maharashtra; Hybrid; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Fully remote option

International environment

LinkedIn Learning access

Job summary

Fidelity Information Services, LLC in Maharashtra, India seeks a senior customer service leader to oversee multiple teams handling phone and email inquiries. The role focuses on meeting service levels, maintaining customer satisfaction, and driving process improvements in a BFSI setting.

The candidate should have a Bachelor’s degree and 10+ years in customer service with proven leadership of large teams, including scheduling, quality monitoring, and performance management.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 10+ years of experience in customer service with BFSI exposure.
• Proven track record in leading large teams and managing call center operations.

Responsibilities

• Oversees one or more teams of customer service associates who handle inquiries via phone and/or email.
• Monitors operations to ensure adherence to service levels and policies.
• Ensures professional customer support and maintains productive relationships with customers.
• Manages scheduling changes to ensure adequate phone coverage.
• Acts as escalation point for resolving difficult customer issues.
• Evaluates call quality and provides feedback to reps.
• Communicates with clients, vendors, and other departments to ensure satisfaction.
• Handles performance appraisals, hiring, promotions, and salary changes.
• Provides coaching to supervisors and team leads; occasional coaching to reps.
• Implements streamlining opportunities and process improvements.
• Coordinates customer service activities with internal functions.
• Tracks and reports contact center performance against goals.

Skills

People management

Leadership

Communication skills

Call center operations

Workforce management

BFSI domain

Hybrid work readiness

Education

Bachelor’s degree

Tools

Scheduling software

Quality monitoring software

MS Office

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

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

Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.

What You Bring

Required minimum 10 Years of Experience

Need Experience With Voice, Chat And Back Office

• 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
• Experience into BFSI domain Preferred
• Ready to work in Hybrid Module

What We Offer You

• 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 on-line 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

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

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.

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.

#pridepass