Call Center Operations Manager
8/FL Unit A, Ten West Campus, McKinley West Bldg, West Taguig City, 1630 National Capital Region (Manila), Philippines
4d ago

Position Type : Full time

Education Desired : Bachelor's Degree

Bachelor's Degree

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

  • Oversee one or more teams of customer service associates who handle customer service inquiries and problems via phone and / or email.
  • Monitor operations to ensure adherence to service level standards and company / department policies and procedures.
  • Ensure professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
  • Ensure adequate phone coverage including making decisions regarding scheduling changes.
  • Act as an escalation point for resolving the most difficult customer issues.
  • Evaluate the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.
  • Communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
  • Serve as an escalation point for resolving the most difficult customer issues.
  • Responsible for performance appraisals, disciplinary actions, hiring / interviewing, promotions and salary changes.
  • Provide coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.
  • Approve and implements streamlining opportunities and process improvements.
  • Coordinate customer service activities with other internal functions.
  • Track 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

  • 7+ Years or above in the Call Center Industry (5 years in leadership role, including minimum 2 years as an Operations Manager)
  • Deep understanding of a Voice Financial Account
  • Experience in managing metrics like Customer Satisfaction, Net Promoter Score and First Call Resolution
  • 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
  • Detail-oriented and customer-driven approach 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
  • Demonstrate problem-solving and decision-making skills
  • Demonstrate 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

  • A fantastic range of benefits including medical, dental, vision, and paid vacation
  • Great work space with dedicated and motivated colleagues
  • A broad range of professional education and personal development possibilities FIS is your final career step!
  • A variety of career development tools, resources and opportunities
  • A work environment built on collaboration, flexibility and respect
  • 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.

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