Sr Manager, Client Contact

FIS; Mumbai; Hybrid; INR 2,000,000 - 4,000,000; Full time

Benefits offered by this job

International team environment

Fully remote option with equipment

Online training access via LinkedIn

Job summary

Fidelity Information Services, LLC seeks a seasoned senior manager to oversee one or more customer service teams handling inquiries via phone and email. You will monitor operations to meet service levels, ensure professional support, and act as an escalation point for the most challenging issues.

You will also coach supervisors, participate in hiring decisions, and implement process improvements, all while coordinating with clients, vendors, and internal teams to optimize performance and

Qualifications

• Bachelor's degree or equivalent combination of education, training, or work experience preferred.
• Excellent customer service skills and ability to build high levels of customer satisfaction.
• Strong verbal and written communication skills.

Responsibilities

• Oversees teams of customer service associates handling inquiries via phone and/or email.
• Monitors operations to ensure adherence to service levels and policies.
• Escalation point for resolving difficult customer issues and coaching staff.

Skills

Leadership

Customer service

Communication

Attention to detail

Team management

Workforce management

Scheduling software

Quality monitoring

Education

Bachelor's degree

Tools

MS Office

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

Bachelors 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 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

• 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 .

Sourcing Model

#pridepass