Call Center Supervisor I

Job Description

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

This dedicated banking team is part of our Customer Interaction Management organization and works with the consumers of one of our larger financial institution clients. The group includes 60+ associates, across two sites, that are well trained with a desire to provide superior customer service, and it is led by an experienced senior leadership team. This team is focused on "rolling out the red carpet" and treating our client’s consumers as VIP's. We value and expect thoughtfulness, high performance, and integrity from everyone at FIS and look forward to having you join family! At FIS we believe that our front-line associates are as important as our clients and consumers for whom we provide world-class services and support.

What you will be doing

As a valued member of CIM leadership, you will be responsible for planning and structuring work activities for the team and monitoring progress. Provide guidance and supervision to team members as work activities are carried out. As a supervisor you will also develop staff within your area of responsibility in accordance with policy. You will also explore new technologies that may be applied to combat emerging trends in consumer activity.

• Supervise banking associate team (15-25 associates)

• Respond and resolve escalate issues

• Monitor and coach staff to ensure department metrics are being met

• Ensure associates are current on internal/external policies and regulations

• Expand overall knowledge of services

• Serve as a conduit for driving change in process for analytical methodologies

• Participate in training 9am-5:45pm for eight weeks

• Train the trainer when needed, especially on new products and services

• Evaluated calls

• Participated in calibration sessions with the internal QA team

• Flexibility; department’s hours of operation

What you bring

• Bachelor’s degree or equivalent combination of education (high school diploma/GED) and experience

• Bilingual - fluent Spanish

• Prior financial industry experience

• Supervisor/management experience (in call center environment)

• Excellent communications skills (verbal and written) that foster customer satisfaction

• Schedule flexibility

• Ability to work independently and in a team environment

Bonus if you have:

• Banking experience

What we offer you

• Attractive benefits including employer sponsored medical, dental and vision coverage

• Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)

• Career advancement opportunities

• A broad range of professional education and personal development possibilities – FIS is your final career step!

• Great workspaces with dedicated and motivated colleagues

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $47,120.00 - $76,820.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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