Call Center Process Manager II

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Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Associate's Degree

Travel Percentage :

5 - 10%

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.

What you'll be doing:

You'll have an exciting change to represent our call center operations as a business process owner for changes to existing processes, the development of new processes and system requirements. You'll apply practical application of standard business processes to day-to-day activities and responsibilities across all operations and business units. You'll also manage relationship between client expectations and cardholder or customer experiences on a day-to-day basis.

• Represents and manages customer care business process requirements between stakeholders in various departments which may include prepaid/credit/debit cardholder, E-banking, bill pay, case management and EBT business.

• Key contact and subject matter expert (SME) to Call Center Operations as well as internal customers, e.g., escalations team, implementations team, client services, product management, business development representing customer requirements for complete business process lifecycle.

• Provides feedback and recommendations to quality and training teams based on business process requirements through process improvement and problem resolution.

• Serves as point of contact for program or process changes and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness and accuracy of posted information driving changes as needed.

• Serves as liaison and escalation point for issues impacting operations in all call centers.

• Gains and maintains familiarity with call center applications and understanding flow of calls through IVR and ACD scripts to serve as a liaison and work collaboratively with Telecomm and Operations.

• Participates in calibration sessions with clients and review calls for process and product improvement.

• Works collaboratively with client services or product team to gather, analyze and make recommendations based on customer data to improve client efficiencies and costs.

• Establishes and strengthens relationships with business partners. Participates on monthly reviews with business partners.

• Builds and defines operational standards based on department and corporate objectives across all Customer Care sites for purposes of consistency, accountability, and quality.

• Other related duties assigned as needed.

What you bring:

• In-depth knowledge of Canadian banking regulations and processes

• Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries

• Excellent customer service skills that build high levels of customer satisfaction

• Excellent verbal and written communication skills

• 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

• Back-office banking processing experience

• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software

• Demonstrated problem-solving and decision-making skills

• Demonstrated analytic and root cause analysis skills for process improvement initiatives

Bonus is you have:

• Prior banking experience

• Project management experience

• Bilingual speaking fluent English and French

What we offer you:

• Attractive benefits including employer sponsored medical, dental and vision coverage

• Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)

• Great workspaces with dedicated and motivated colleagues

• Career advancement opportunities

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 care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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