What does a successful Customer Service Supervisor do at Fiserv?
A successful Customer Service Supervisor at Fiserv leads a dynamic team of call center agents to provide exceptional customer service and support. This role ensures that the team operates efficiently and effectively, meeting performance targets that drive customer satisfaction and operational excellence. You will be at the forefront of fostering a positive work environment, nurturing talent, and solving complex customer issues.
What you will do:
- Supervise and mentor a team of15-20 call center agents to achieve performance goals.
- Monitor and analyze call center performance metrics to ensure objectives are met.
- Implement and refine processes to enhance customer experience and operational efficiency.
- Respond to inquiries that are highly complex in nature and diagnose issues.
- Support application, IT hardware, and software products.
- Handle problem recognition, research, isolation, and resolution steps.
- Own issue resolution and coordinate with external resources, including product development and software/hardware partners.
- Conduct regular performance reviews and provide coaching and professional development.
- Handle escalated customer inquiries and complaints with a focus on resolution and satisfaction.
- Collaborate with other departments to streamline customer service operations.
- Ensure compliance with company policies, industry regulations, and customer service standards.
What you will need to have:
- 2 years of experience in call center operations.
- 2-3 years of experience in a supervisory or managerial role within a call center environment.
- 1-2 years of experience in personal computer usage, tracking performance, handling escalated calls, and troubleshooting.
- 1-2 years of experience in customer service management, including face-to-face or call center level service.
- 1+ years of experience in performance management and coaching.
What would be great to have:
- Bachelor’s degree in Business Administration, or a relevant field, and/or equivalent military experience.
- 2+ years of experience with call center management tools and technologies.
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