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Manager, Customer Service

Company: Fiserv
Location: Hickory
Posted on: September 7, 2021

Job Description:

The following position is exclusively available to associates currently working  within the Client Care Organization only”

What does a great Manager, Call Center do?

This position will be responsible for administering the policies of the company and ensuring customer service is provided in a way that it will meet expectations. The Manager, 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 Manager 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:

  • Minimum of 4 years’ experience in a call center environment with 2 year of supervisory or leadership experience
  • Strong familiarity with call center management hardware/software
  • Knowledge of customer service techniques and standards

Preferred Skills, Experience, and Education:

  • Working knowledge of MS Office (Word, Excel, PowerPoint, Access) internet and Outlook preferred
  • Strong verbal and written communication skills
  • Effective public presentation skills
  • Diligent Time Management and analytical skills

Travel required: 15%

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!

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All employees must meet the time-in-job requirements and are eligible to post for an open position with CCO after completing 6 months in their current position within CCO. This requirement is specific to Jerry Polito’s organization. Fiserv does have a 12 month requirement within the company, outside of our organization. The following position is exclusively available to associates currently within the Client Care Organization only.

Keywords: Fiserv, Hickory , Manager, Customer Service, Other , Hickory, North Carolina

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