{"id":2876738,"url":"https://alion.io/job/fis-supervisor-client-contact-3","title":"Supervisor, Client Contact","company":{"id":4808,"name":"FIS","domain":"fisglobal.com","url":"https://alion.io/company/fis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":67,"ghost_share":0,"stale_share":0.522,"repost_share":0.075,"time_to_fill_p50_days":24,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":5500,"max_usd":11500,"period":"year","method":"role_seniority_country_cell","sample_n":16},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-19T21:40:57Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-20T22:04:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description\nWhat you will be doing\nOversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.\nMonitors operations to ensure adherence to service level standards and company/department policies and procedures.\nEnsures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.\nEnsures adequate phone coverage including making decisions regarding scheduling changes.\nActs as an escalation point for resolving the most difficult customer issues.\nEvaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.\nCommunicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.\nServes as an escalation point for resolving the most difficult customer issues.\nResponsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.\nProvides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.\nApproves and implements streamlining opportunities and process improvements.\nCoordinates customer service activities with other internal functions.\nTracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.\nMay serve as a backup to more senior customer service management in their absence.\nOther related duties assigned as needed.\nHighest Qualification\nBachelor’s degree or the equivalent combination of education, training, or work experience is preferable.\nWhat you Bring\nConsiderable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries\nExcellent customer service skills that build high levels of customer satisfaction\nExcellent verbal and written communication skills\nMust be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers\nAbility to lead and manage large teams effectively\nWorking knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software\nDemonstrated problem-solving and decision-making skills\nDemonstrated analytic and root cause analysis skills for process improvement initiatives\nDemonstrates effective people skills and sensitivities when dealing with others\nGeneral skill in the use of MS Office and other standard software applications required to perform the job duties\nAbility to work both independently and in a team environment\nWhat we offer you\nWorking in an international company, alongside international colleagues.\n\nBeing a part of an innovative and entrepreneurial environment of a growing department and team. Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories).\n\nDevelopment opportunities by using the company's on-line training database and LinkedIn Learning. Unique working atmosphere (team integration meetings, friendly working environment, support of experienced employees).\n\nOpportunity to get involved in social projects and local initiatives.\n\nA broad range of professional education and personal development opportunities\n\nA work environment built on collaboration and respect\n\nFIS JOB LEVEL DESCRIPTION\nEntry level supervisory role. Works under general direction of customer service management. Typically supervises a team of ten to twenty-five Contact Center Associates. Typically requires a minimum of three years of experience in a call center or customer service-related position in a service industry. Typically requires one or more years supervisory or team leadership experience. Demonstrates basic competencies of the supervisory position focused on customer satisfaction, communication, team management and execution with a results focus.\nPrivacy Statement\nFIS 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.\nSourcing Model\nRecruitment 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.","description_format":"text","description_chars":4662,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-19T21:40:57Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:3","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fis-supervisor-client-contact-3","json_url":"https://alion.io/job/fis-supervisor-client-contact-3.json","meta":{"generated_at":"2026-10-20T22:31:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26359,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4808},"rest":"https://alion.io/mcp/rest/get_company?id=4808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffis-supervisor-client-contact-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffis-supervisor-client-contact-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffis-supervisor-client-contact-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fis-supervisor-client-contact-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffis-supervisor-client-contact-3"}]}