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InP - Call Center Manager II
Posted 7 days agoViewed
💎 Seniority level: Manager, Typically requires a minimum of seven years of experience in a call center or customer service-related position in a service industry and five or more years of management or supervisory experience.
🔍 Industry: Customer Service
⏳ Experience: Typically requires a minimum of seven years of experience in a call center or customer service-related position in a service industry and five or more years of management or supervisory experience.
Requirements:
- 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
Responsibilities:
- 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
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