InP - Call Center Supervisor I

5 days ago

Gurgaon, Haryana, India FIS Full time ₹ 9,00,000 - ₹ 12,00,000 per year
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.
What you Bring
  • Considerable knowledge of the company's 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
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

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