Customer Service Supervisor at FIS

Join our team as a Customer Service Supervisor at FIS! In this role, you will be responsible for overseeing a team of customer service associates, monitoring operations, ensuring professional and courteous customer support services are delivered, and much more.

Skills:

• Considerable knowledge of the company’s products, services, and business operations to enable the 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

Q&A Section:

Q1. What are the educational requirements for the role of Customer Service Supervisor at FIS?

A1. A high school diploma or GED is required. An associate’s or bachelor’s degree or an equivalent combination of education, training, or work experience is preferable.

Q2. What are some of the responsibilities of a Customer Service Supervisor at FIS?

A2. A Customer Service Supervisor at FIS oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email. They monitor operations to ensure adherence to service level standards and company/department policies and procedures, ensure professional and courteous customer support services are delivered, act as an escalation point for resolving the most difficult customer issues, evaluate the quality of customer service associates’ calls from customers, and provide feedback to reps on strengths and areas for improvement, among other responsibilities.