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Job Description

GENERAL DUTIES & RESPONSIBILITIES
* 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
High school diploma or GED. Associate's or Bachelor's degree or the equivalent combination of education, training, or work experience is preferable.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
* 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

FIS JOB LEVEL DESCRIPTION
Career level management role. Works under general direction of middle level customer service management. Typically manages two to five teams of Customer Service Associates. Manages and mentors supervisors, team leads and/or customer service staff. Serves as a project leader and/or subject matter expert. Typically requires a minimum of five years of experience in a call center or customer service-related position in a service industry and three or more years of supervisory or team leadership experience.

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Vaccination Requirements

Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

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 .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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