Team Leader Operations
Sapphire and Garnet Roads, Ortigas Center, 15-16 Floor, Pasig City, 1605, Philippines
6d ago

Position Type : Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired : Associate's Degree

Travel Percentage :

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.

About the team

The account is one of the world’s largest prepaid card suppliers. Team is dedicated to provide exceptional customer service to cardholders and its affiliates.

It being the vendor of choice, the team partners closely with major stakeholders to provide innovations that will produce better revenue and cost savings.

  • The Team supports multiple channels ranging from Voice, Email and Chat supporting concerns such as lost / stolen; transaction inquiry;
  • direct deposits; stimulus check status; disputes; fees / limits; card to card or person to person transfers among others.

    We cater to major cards from partners such as Walmart, Intuit, Rush and Insight among others.

    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.

    Education Requirements

    Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.

    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

    Added bonus if you have

    Minimum of 5 yrs experience working in a call center

    At least 2 years supervisory or team leadership experience

    Financial / banking related industry experience

    Demonstrated success in a dynamic environment

    Ability to adapt to rapid change

    What we offer you

    A fantastic range of benefits including medical, dental, vision, and paid vacation

    Great workspaces 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


    Entry level supervisory role. Works under general direction of customer service management. Typically supervises a team of ten to twenty-five Contact Center Associates.

    Typically requires a minimum of three years of experience in a call center or customer service-related position in a service industry.

    Typically requires one or more years supervisory or team leadership experience. Demonstrates basic competencies of the supervisory position focused on customer satisfaction, communication, team management and execution with a results focus.

    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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