Sr Manager, Client Contact

FIS Global Business Solutions India Private Ltd; Mumbai; Hybrid; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Fully remote work option

Hybrid work module

Equipment provided for remote work

Online training resources

Job summary

FIS Global Business Solutions India Private Ltd is seeking a senior call center leader in Mumbai to oversee multiple teams delivering customer service via phone and email. The role focuses on maintaining service levels, coaching leaders, and driving process improvements in a BFSI environment.

Ideal candidates bring 10+ years in customer service or call center management, strong leadership, and experience with Voice, Chat, and Back Office operations, with readiness for a hybrid work setup.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum 10 years of experience in customer service or call center management.
• Experience with Voice, Chat and Back Office operations.
• Familiarity with BFSI domain and organizational processes.

Responsibilities

• Oversees one or more teams of customer service associates handling inquiries via phone and/or email.
• Monitors operations to ensure adherence to service levels and policies.
• Acts as escalation point for resolving difficult customer issues.
• Evaluates call quality and provides feedback to agents.
• Leads hiring, performance appraisals, and staff development.
• Coordinates with clients, vendors and internal functions to ensure service delivery.

Skills

Team leadership

Customer service

Communication skills

Problem solving

MS Office

Analytical skills

Workflow management

Education

Bachelor's degree

Tools

Scheduling software

Quality monitoring software

Job description

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.

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