Supervisor, Customer Operations (Card Services) Job in Dublin 43017, Ohio Us
Fiserv
Supervisor, Customer Operations (Card Services)
Schedule: Tuesday through Saturday. Weekday hours 10am-7pm and Saturday hours 8am-4:30pm, with some flexibility based on business need
Job Purpose
Under general supervision, administer the policies of the company and ensure customer service is provided by associates in a way that it will meet expectations in a call center operations environment.
Job Responsibilities
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance.
- Lead workflow distribution and floor management to ensure service levels are consistently met.
- Recruit by interviewing and making effective hiring recommendations.
- Develop and implement process improvements, and effectively manage change to ensure departmental objectives are met.
- Resolve complex escalated client concerns and disputes.
Job Requirements
Education Required
Bachelor’s degree or equivalent experience
Experience Required
· Prefer credit card industry experience, specifically debit and/or credit card
· Minimum two years of customer service experience and one year of supervisory or leadership experience in a call center environment required.
· One year of banking or bill payment experience preferred.
Skills and Knowledge Required
Proficiency with Windows, MS Office Suite, and Internet Explorer required
Strong demonstrated communication, time management, and problem solving skills
Demonstrated expertise with call center applications
Working Conditions
General office environment
Stressful situations and interactions may occur
No special physical requirement
Occasional travel may be required (less than 5%)
May require 3-5 weeks training in Hickory, NC or Phoenix, AZ
Additional information about working conditions:
Flexible schedule may require weekend and/or evening hours.
Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Customer Service
