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 qualified 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. 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.
Associates or Bachelors degree or the equivalent combination of education, training, or work experience is preferable.
General Knowledge, Skills & Abilities
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 setting