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Supervisor, Customer Service
Fiserv
Hickory, NC, United States
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Job TitleSupervisor, Customer Service (MUST BE OPEN TO ALL SHIFTS)
SHIFT: MUST BE OPEN TO ALL SHIFTS
What does a great Supervisor, Customer Operations do?
Do you enjoy providing coaching, support, career guidance, and feedback to associates on their current performance to help map and execute future goals/career paths? Here you will have the opportunity to make an impact on the associates performance, their growth/advancement, and the company's bottom line. To be successful, you should have excellent communication skills, be hands-on, and know how to motivate/inspire team members. This is an important position, you will be accountable for your team’s performance and understand the importance of achieving goals to take the team and business to the next level of performance. As Supervisor you will play an important role in the ePayments Division as you will lead a team of 15-18 associates to deliver extraordinary customer service in an inbound call-handling environment.
• Administering performance management by diagnosing improvement opportunities, providing effective feedback, mentoring, training, professional development, and corrective action.
• Performing quality checks, developing and reviewing performance reports, identifying areas to improve, and implementing measures to improve performance.
• Leading workflow distribution and floor management to ensure service levels are consistently met and resolve complex advanced client concerns and disputes.
• Developing and implementing process improvements and effectively leading change to ensure we meet our objectives.
Basic Qualifications for Consideration:
• 2+ years of experience in a call center environment
• 1+ year of supervisory or leadership experience
• Strong familiarity with call center management hardware/software
• Knowledge of customer service techniques and standards
Preferred qualifications:
• Education: Bachelor’s degree preferred
Who We Are:
As a global leader in financial services technology, Fiserv is driving innovation and changing the way financial services are delivered to businesses and consumers. Our Contact Center provides front-line support for bank and biller clients and their customers who use our bill payment products and card services. Comprehensive, paid training is included. State of the art contact center in a crisp, clean environment!
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Thank you for considering employment with Fiserv. Please:
• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.