Inp Call Center Manager Ii (Remote)

Inp Call Center Manager Ii | FIS Global | India Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate's Degree 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. High school diploma or GED. Associate’s or 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 inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsMust be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customersAbility to lead and manage large teams effectivelyWorking knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring softwareDemonstrated problem-solving and decision-making skillsDemonstrated analytic and root cause analysis skills for process improvement initiativesDemonstrates effective people skills and sensitivities when dealing with othersGeneral skill in the use of MS Office and other standard software applications required to perform the job dutiesAbility 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 Career level management role. Works under general direction of middle or senior level customer service management. Typically manages six to ten teams of Customer Service Associates. Manages and mentors lower level managers, supervisors, team leads and/or customer service staff. Serves as a project leader and/or subject matter expert, and provides input into strategic direction. Typically requires a minimum of seven years of experience in a call center or customer service-related position in a service industry and five or more years of management or supervisory experience. 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. #pridepass

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