Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Associate's DegreeTravel Percentage :
0% 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 Role:
As a Call Center Manager for our Collections business, you will be working under general direction of mid-level customer service management. You will be responsible for managing two to five teams of Collection Associates, along with managing and mentoring supervisors, team leads and staff. You will serve as project leader and subject matter expert.
What you will be doing:
Monitors debt collection operations to ensure adherence to state/federal regulations, service level standards and company/department policies and procedures
Provides coaching and mentoring to contact center supervisors, team leads and occasionally customer service associates
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
Tracks and reports contact center performance against objectives and goals, i.e. quality, call volume, customer satisfaction, etc.
Working onsite as needed
What you bring
High school diploma or GED
Collections license
Minimum 5 years of experience in a call center or customer service-related position in a service industry
3 years of management experience
Must be detail-oriented and customer-driven focusing on providing the highest quality products and services to FIS internal and external customers
Ability to lead and manage large teams effectively while demonstrating effective people skills and sensitivities when dealing with others
Working knowledge of workforce management practices and tools
Added bonus if you have:
Associate or bachelor’s degree preferred
What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:
Opportunities to innovate in fintech
Tools for personal and professional growth
A competitive salary and benefits
Inclusive and diverse work environment
Resources to invest in your community
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 .
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this
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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