Call Centre Supervisor

1 month ago

Cumbernauld, United Kingdom Humanity Full time

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you.

Company Name: FIS Global

**Job Description**:
**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Associate's Degree
**Travel Percentage**:
0%
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 role / the team**:
We provide an outsourced operational service for Banks and other financial services organisations. The team works across a variety of call centre and back-office processes for a wide range of clients utilizing a shared service model. We support a number of products including Debit Cards, Prepaid Cards & Credit Cards. We work in a blended model with some office working and some remote working covering our client’s operational hours 7 days per week.

It is fast paced, fun and interesting with a great group of colleagues.

**What you will be doing / Key Responsibilities**:
Management role, responsible for an operational team taking inbound Customer Service calls. Will work closely with senior management to ensure top quality performance and output from a motivated operation whilst managing the day-to-day expectations of our clients by delivering to our contractual obligations.
- Selects, trains, develops and leads people, including coaching and mentoring, to deliver an efficient and effective operation meeting all service level agreements.
- Works closely with clients; setting and delivering to expectations.
- Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple technical areas and business segments.
- Identifies and recommends cost-saving and continuous improvement initiatives within the processing area.
- Sits with budget forecasts for the relevant cost centers.
- Other related duties assigned as needed.

**What you bring / Skills & Experience**:

- Typically requires five or more years of experience and responsibility or the equivalent combination of education and experience in an operations processing organisation.
- Has good understanding of financial services in the UK including regulatory requirements and TCF.
- Good understanding of IVR systems
- Proficiency in client communication and escalation management
- Proficiency to effectively supervise and manage staff members
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
- Good problem solving, team and time management skills managing multiple deadlines for self and others
- Ability to operate independently

**What we offer you**:

- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern, international work environment and a dedicated and motivated team
- 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
- The chance to work on some of the most challenging, relevant issues in financial services & technology

**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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