Call Center Manager I

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Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing

Management role working under general direction of mid-level customer service management. Responsible for managing two to five teams of Customer Service & Collections Associates. Responsible for managing and mentoring supervisors, team leads and collections staff. Serves as project leader and subject matter expert. We are looking for someone who has 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.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures
• Provides coaching and mentoring to contact center supervisors, team leads and occasionally customer service associates
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
• Tracks and reports contact center performance against objectives and goals, i.e. quality, call volume, customer satisfaction, etc.
• Other duties as assigned

What you bring

• High school diploma or GED. Associate’s or Bachelor’s degree preferred
• Minimum 3 years of leadership experience in a call center or customer service-related position in a service industry – banking experience preferred.
• Must be detail-oriented and customer-driven focusing on providing the highest quality products and services to FIS internal and external customers
• Excellent customer service skills that build high levels of customer satisfaction
• Ability to lead and manage large teams effectively while demonstrating effective people skills and sensitivities when dealing with others
• Working knowledge of workforce management practices and tools

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• A fantastic range of benefits including private medical cover, dental cover and travel insurance

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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.

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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