Call Center Supervisor I

As an experienced Customer Service Team Lead at FIS, you will be responsible for overseeing teams of customer service associates, ensuring high-quality customer support services are delivered, and maintaining a positive relationship with customers. Your key responsibilities will include: - Managing and monitoring customer service operations to ensure adherence to service level standards and company policies - Serving as an escalation point for resolving complex customer issues - Providing feedback to customer service associates for continuous improvement - Communicating with clients, vendors, and other departments to ensure quality service delivery - Conducting performance appraisals, disciplinary actions, and participating in the hiring/promotion process - Coaching and mentoring contact center supervisors and team leads - Implementing process improvements and streamlining opportunities - Tracking and reporting contact center performance against objectives - Performing other related duties as assigned Qualifications required for this role include: - High school diploma or GED, with an associate's or bachelor's degree preferred - Considerable knowledge of the company's products, services, and business operations - Excellent customer service, communication, problem-solving, and decision-making skills - Ability to lead and manage large teams effectively - Working knowledge of workforce management practices and tools - Proficiency in MS Office and other standard software applications This role is an entry-level supervisory position, working under general direction of customer service management. It typically supervises a team of ten to twenty-five Contact Center Associates and requires a minimum of three years of experience in a call center or customer service-related position, with one or more years of supervisory or team leadership experience. Please note that FIS is committed to protecting the privacy and security of all personal information processed to provide services to clients. The recruitment at FIS primarily follows a direct sourcing model, and resumes from recruitment agencies not on the preferred supplier list are not accepted. Join FIS and be part of a team that values customer satisfaction, effective communication, team management, and results-driven execution.,