Call Center Process Manager Entry

| Greater Denver Area | Remote
Sorry, this job was removed at 2:27 p.m. (MST) on Monday, October 5, 2020
Find out who's hiring in Greater Denver Area.
See all Customer Success jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Associate's Degree

Travel Percentage :

0%

Job Description

GENERAL DUTIES & RESPONSIBILITIES
• Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
• Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
• Monitors audit schedule to ensure compliance to the quality audit plan.
• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
• Assists in the evaluation of quality audit disputes.
• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
• Consults with senior peers and/or management on non-complex projects to learn through experience.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED. Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
• In-depth knowledge of the company’s products, services and business operations
• Knowledge of quality concepts, terminology, and objectives
• Knowledge of MS Office, e.g., Word, Excel and Access required
• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
• Proficiency in the online tools required for the position being audited
• Excellent verbal and written communication skills
• Excellent customer service, problem solving, organizational, and multi-tasking skills
• Strong analytical skills and the ability to see trends and patterns in data
• Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION
Developing support level role. Moderate quality assurance skills with high level of proficiency. Must use knowledge of FIS’ products, services and business operations when monitoring quality levels to identify opportunities for customer service improvements, process and/or procedure enhancements or other types of improvements. Frequently handles situations which require extensive analysis or research and advanced problem solving skills. Often provides recommendations to managers. Occasionally provides feedback directly to call center staff. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and manager to learn through experience. Typically requires a minimum of five years of experience in a call center or customer service-related position in a service industry. One or more years of quality monitoring or quality assurance experience is required.

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.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Our Denver office is located in the Tech Center at Belleview & I-25, and our pictureqsue Durango office is nestled alongside the Animas River.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about FISFind similar jobs