Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Master's Degree
Travel Percentage :
0%
Job Description – Shared Service Supervisor Senior
About the opportunity
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 Team
You will be part of order to cash vertical comprising various AR operations like Billing- Software Licence and maintenance, Data processing, billing support functions, customer MDM, Contract Valuation and Terminations, AR collection and Customer Service representative
What you will be doing
Supervisory/developing management role. Works under general direction of customer service management. Typically supervises a team of ten to twenty billing client representatives. Typically requires a minimum of six years of experience in a customer service-related position in a service industry. Typically requires two or more years supervisory or team leadership experience. Demonstrates experienced level of competence and mentors entry level supervisors in the areas of problem solving, change management, strategic thinking and leadership
GENERAL DUTIES & 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.
Skills
- Good Communication Skills – Written and Verbal
- Strong desktop computing skills – PowerPoint, Visio and Excel
- Ability to understand and resolve queries from business units and customers
- Ability to co-relate figures, do analysis, and make relevant comments
- Knowledge of reserve provisions and revenue accounting
- Ability to multitask and flourish in time-pressured role
- Ability to handle vast amount of data efficiently
- Be open to work for extended hours as per specific requirements such as month-close
- 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
Qualifications
- Post Graduate/ Inter CA/Inter ICWA or related discipline
- 8-10 years’ experience in billing client service operations including Team lead and above experience of 3-5 years’
What we offer you
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.
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 FIS Online Privacy Notice.
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.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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