Role & responsibilities

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 skilled 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

Graduate

What you bring:

Considerable knowledge of the companys 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

Looking for candidates with international voice Team Leader experience (Telecom exprience preferred).

willing to work with UK rotational shifts and offs.

interersted candidates can share their CV at: [email protected]

📌 FIS Hiring For Team Leader Voice Telecom UK process - Gurgaon (Delhi)
🏢 FIS
📍 Delhi