Supervisor, Client Contact

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