Customer Service Team Leader

**Position Type**:
Full time**
Type Of Hire**:
Experienced (relevant combo of work and education)**
Education Desired**:
Associate's Degree
**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**

Our Customer Care Department is a constantly changing and fast paced team made up of innovative and customer focused individuals. Based at our Gateshead site, our Customer Care Team play a vital role in supporting our customers to use our services 24/7. Our customers expect world class service and you will be leading a team of up to Customer Care Advisors who are continuously striving to achieve and exceed our customer’s expectations.

**What you will be doing**

As our Call Centre Manager, you will be responsible for managing day-to-day operations for one or more teams of Customer Care Advisors. Providing planning, direction and coaching to both manage and evaluate team performance to ensure customers are receiving the highest levels of service.
- Provides coaching and mentoring to a team of Customer Care contact centre advisors.
- Approves and implements streamlining opportunities and process improvements.
Tracks and reports contact centre performance against KPI’s, objectives and goals, e.g., quality, call volume, customer satisfaction, etc.
- Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers.
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
- Evaluates the quality of customer care service associates’ calls from customers; provides feedback on strengths and areas for improvement.
- Communicates with clients, vendor’s, and other departments to ensure quality service delivery and customer satisfaction.
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes.
- Acts as an escalation point for resolving the most difficult customer issues.
**What you bring**:

- A passion for providing excellent customer experience levels
- The ability to lead, manage and inspire a team of Customer Care Advisors
- A forward-thinking partner of Customer Care you will have experience of providing innovative solutions to support your teams’ growth and enhance their performance
- A proactive and trusted people manager you will have the ability to make effective contributions to drive and change to deliver the highest levels of customer satisfaction.
- Ideally you will have 5 or more years of experience of working in a call centre environment and have worked in a Management or Supervisory capacity previously
**Added bonus if you have**:

- Payments industry knowledge
- Relationship building experience in an operational role and Team Leader on Team Manager Level
**What we offer you**
- A comprehensive salary and benefits package
- A work environment built on collaboration, flexibility and respect
**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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