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Supervisor, Customer Service
Fiserv
Phoenix, AZ, United States
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Job Title Supervisor, Customer Service
What does a great Customer Service Supervisor do?
This Supervisor position plays an important role in the ePayments Division as the candidate will be responsible for leading a team of 15-18 associates to deliver outstanding customer service in an inbound call-handling environment. This candidate is skilled in providing coaching, support, career guidance, and feedback to associates on their current performance and can help map and execute future goals/career path. The candidate will also help ensure policies of the company are followed, administer performance management when necessary, and ensure improvements/opportunities are capitalized on to increase profitability within the line of business. This candidate is engaged, has excellent communication skills, is hands-on, and knows how to motivate/inspire team members. They are accountable for their team’s performance and understand the importance of achieving goals to help take the team and business to the next level of performance.
This position will be responsible for administering the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations. The Supervisor, Customer Operations will administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action. They will perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance. The Supervisor will lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes. They will also recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met.
Basic Qualifications for Consideration:
• 3+ years experience.
• Previous call center team management experience.
• Demonstrated expertise with call center applications.
• Hours are 12:30pm - 9:00pm. Weekend's included.
Preferred qualifications for consideration:
• Bachelor’s degree or equivalent experience.
Who We Are:
We help our clients solve complex business challenges. Whether you want to grow deposits, attract and retain customers, fight fraud or meet regulatory compliances, Fiserv provides the expertise, tools and guidance to help you solve problems and meet business demands.
Fiserv delivers technology solutions in five areas of competence:
• Payments: Solutions to optimize all aspects of payments, creating efficiency and driving growth
• Processing Services: Solutions for managing account-based transactions reliably and securely
• Risk & Compliance: Solutions to prevent and mitigate risk
• Customer & Channel Management: Solutions to attract, retain and grow customer relationships
• Insights & Optimization: Solutions that transform data into actionable business insights
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.