Sr Manager, Client Contact

FIS Management Services; Mumbai; Híbrido; INR 1.800.000 - 2.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

International team environment

Descripción de la vacante

FIS Management Services in Mumbai invites applications for a senior customer service management role. You will lead one or more teams handling customer inquiries via phone and email, ensuring SLA adherence and high customer satisfaction.

You will coach supervisors, manage talent, monitor performance, and drive process improvements in a hybrid work model. BFSI domain experience and strong people skills are preferred.

Formación

• Experience with Voice, Chat and Back Office.
• Extensive knowledge of the company’s products, services and operations to resolve inquiries.
• Excellent customer service skills and focus on customer satisfaction.
• Strong verbal and written communication skills.
• Detail-oriented and customer-driven, delivering high-quality service.
• Ability to lead and manage large teams.
• Knowledge of workforce management practices and tools.
• Strong problem-solving and root cause analysis skills.
• Proficient with MS Office and standard software.

Responsabilidades

• Oversees teams of customer service associates handling inquiries via phone and/or email.
• Monitors operations to meet SLAs and company policies.
• Ensures professional customer support delivering positive customer relationships.
• Manages scheduling changes and ensures adequate phone coverage.
• Acts as escalation point for the most difficult customer issues.
• Evaluates call quality and provides feedback to reps.
• Communicates with clients, vendors and other departments to ensure quality service.
• Coordinates customer service activities with internal functions.
• Tracks and reports center performance against objectives (quality, volume, satisfaction).

Conocimientos

Voice & Chat support

Customer service

Verbal & written communication

Leadership

Team management

MS Office

Problem solving

Educación

Bachelor's degree

Herramientas

Scheduling software

Quality monitoring software

Descripción del empleo

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.
• Coordinuses 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.

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