Call Center Manager - Collections

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 job description 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 posti