InP - Call Center Supervisor I

FIS AUSTRALASIA PTY LTD; Jacksonville (FL); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Call Center Supervisor I to lead a dynamic team in delivering exceptional customer service. This role involves overseeing operations, ensuring adherence to service standards, and fostering a positive relationship with customers. You will have the opportunity to mentor and coach team members while implementing process improvements. Join a forward-thinking company that values innovation and offers a collaborative environment. If you are passionate about customer satisfaction and team leadership, this position is perfect for you.

Benefits

Remote Work Option

Professional Development Opportunities

Collaborative Work Environment

Support for Social Projects

Qualifications

• Experience in a call center or customer service-related position.
• Ability to lead and manage large teams effectively.

Responsibilities

• Oversee teams handling customer service inquiries via phone/email.
• Monitor operations to ensure adherence to service standards.
• Evaluate quality of calls and provide feedback to associates.

Skills

Customer Service Skills

Communication Skills

Team Management

Problem-Solving Skills

Analytical Skills

Education

Associate's Degree

Bachelor's Degree

Tools

MS Office

Scheduling Software

Quality Monitoring Software

Job description

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Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Associate's Degree

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Job Description

Position Type :

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Associate's Degree

Travel Percentage

0%

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.
  
  

Highest Qualification

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

What You Bring

• 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
  
  

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

Entry level supervisory role. Works under general direction of customer service management. Typically supervises a team of ten to twenty-five Contact Center Associates. Typically requires a minimum of three years of experience in a call center or customer service-related position in a service industry. Typically requires one or more years supervisory or team leadership experience. Demonstrates basic competencies of the supervisory position focused on customer satisfaction, communication, team management and execution with a results focus.

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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Employment type

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