Supervisor, Client Contact

FIS; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

FIS is seeking an experienced supervisor to lead client service operations in India. The role involves supervising a team across call center and service desk functions, ensuring adherence to service standards and efficient triage of client issues.

You will guide workflow and performance, while coordinating with stakeholders to uphold quality and compliance. You will analyze performance data, generate reports, and drive improvements to the overall client experience, contributing to successful

Qualifications

• Experience supervising client service teams and ensuring service standards.
• Ability to analyze data, generate reports and drive improvements.
• Knowledge of policies and procedures to ensure compliant operations.
• Excellent communication and coordination with internal/external stakeholders.

Responsibilities

• Supervises team in client service operations including call center and service desk.
• Oversees escalated client issues and ensures timely resolution.
• Conducts periodic performance reviews and generates reports for improvement.
• Manages pre- and post-sales activities to support smooth sales cycles.
• Sets goals, directs workflow and guides team development.
• Ensures adherence to policies and procedures across the team.
• Identifies process improvements to boost efficiency and service quality.

Skills

Team leadership

Client service knowledge

Stakeholder management

Education

Bachelor's degree in business/management

Tools

CRM systems

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)

Supervises team in technical and non-technical client service operations, including call center and service desk activities to ensure efficient triage and resolution of client issues while maintaining service standards. Oversees virtual client service via various channels to provide specialized support for escalated client issues and ensure timely and effective resolution. Conducts periodic business performance reviews by generating comprehensive reports and analyzing data to identify areas for improvement and contribute to enhancing service quality. Manages pre- and post-sales activities, including quotations and order processing to ensure seamless support throughout the sales process, contributing to customer satisfaction. Establishes clear goals and objectives for team members, aligning with operational targets in order to drive the team towards achieving operational results and service standards. Liaises with internal and external stakeholders, explaining organization policies and justifying practices to foster cooperation and understanding among parties involved in client service operations. Provides day-to-day work direction, focusing on workflow maintenance and operational decision-making in order to guide team members and contribute to their performance and skill development. Ensures understanding and compliance with policies, practices, and procedures among team members to maintain consistency in service delivery and adherence to organization standards. Identifies areas for enhancement in systems and processes to boost efficiency to implement adjustments or recommendations to improve the effectiveness of client service operations within job area.

Supervises a team consisting of support-level colleagues, such as service, operations and administrative or entry-level technical/professional colleagues. Provides day-to-day work direction for team, focused on maintaining steady workflow and resolving operational decisions. Sets goals and objectives for team members for achievement of operational results. Problems faced may be difficult but typically are not-complex. Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders. May manage projects/Processes. May influence others regarding system design, solutions, and procedures. Typically does not have budget or P&L accountability, but may manage day-to-day elements of the budget (e.g., overtime for staff).

Privacy Statement

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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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