Supervisor Customer Service I - Money Network Call Center
WFA Digital Insight
As the demand for skilled customer service professionals continues to rise, with a 25% growth in the last year, Fiserv is seeking an experienced Supervisor to lead their Money Network Call Center team. With proficiency in Excel and experience in high-volume environments being key, this role offers a unique opportunity for career growth and making a real impact on customer satisfaction. Before applying, candidates should be aware of the dynamic nature of the role and the need for flexibility in working hours, including evenings and weekends.
Job Description
About the Role
The Supervisor Customer Service role at Fiserv's Money Network Call Center is an exciting opportunity for an experienced professional to lead a team and make a significant impact on customer satisfaction. As a global leader in Fintech and payments, Fiserv connects financial institutions, corporations, merchants, and consumers, moving money and information securely and reliably. The successful candidate will be responsible for coaching, developing, and leading a team of customer service associates, ensuring that customers receive exceptional service and that operations run smoothly.The role involves working remotely, guiding a team through fast-paced workloads, and stepping in to resolve complex issues. The ideal candidate will be someone who thrives under pressure, enjoys variety, and is passionate about helping people. With a strong focus on performance management, the Supervisor will be responsible for reviewing performance trends, identifying areas for improvement, and implementing changes to drive success.
The Money Network Call Center is a high-energy environment that requires strong leadership and a customer-centric approach. As a Supervisor, you will be part of a dynamic team that is committed to delivering exceptional customer experiences and driving business growth.
What You Will Do
- Coach, develop, and lead a team of customer service associates to achieve exceptional customer satisfaction and performance
- Review performance trends, identify areas for improvement, and implement changes to drive success
- Manage workflow and service levels to ensure daily operations run smoothly and customer concerns are resolved effectively
- Oversee timekeeping and payroll accuracy for your team, ensuring timely and compliant submission
- Lead through change, helping your team stay focused and supported as new processes and initiatives roll out
- Take on additional responsibilities as needed in a dynamic environment where every day brings new opportunities to learn
- Analyze data, identify trends, and translate insights into actionable improvements to drive performance
- Develop and implement process improvements to increase efficiency and effectiveness
- Collaborate with other teams to achieve business objectives and resolve customer issues
- Stay up-to-date with industry trends, best practices, and new technologies to continuously improve customer service delivery
What We Are Looking For
- High school diploma or equivalent required
- 1+ year of supervisory experience in a call center, customer service, or operations environment
- Prior experience in a high-volume, fast-paced environment
- Experience interpreting data, reporting, and using insights to drive performance
- Proficiency with Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and web-based applications
- Strong leadership, coaching, and team development skills
- Excellent communication and customer service skills
- Ability to work in a remote environment and lead a team virtually
- Strong problem-solving and analytical skills
- Ability to work in a dynamic environment with changing priorities and deadlines
Nice to Have
- Familiarity with call center tools and applications such as CRM tools, ticketing systems, QA platforms, and workforce management tools
- Prior experience with monitoring call center metrics, scorecards, and service level objectives
- Associate's degree or Bachelor's degree in a related field
- Prior experience in a leadership role, including coaching, team development, and performance management
- Certification in customer service or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a global leader in Fintech and payments
- Remote work arrangement with flexible scheduling
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Comprehensive benefits package, including health insurance, retirement plan, and paid time off
- Flexible paid holidays and generous time away from work
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Opportunities for career advancement and leadership development
How to Stand Out
- Tip: Make sure you have a strong understanding of Excel and experience with data analysis to stand out in this role.
- Be prepared to provide specific examples of your customer service experience and how you have handled complex issues in the past.
- Highlight your leadership skills and experience in coaching and developing teams.
- Familiarize yourself with Fiserv's products and services to demonstrate your knowledge and interest in the company.
- Be prepared to discuss your experience working in a remote environment and how you stay motivated and connected with your team.
- Tip: Review the company's website and social media to get a sense of their culture and values.
- Be prepared to ask questions during the interview, such as what a typical day looks like in this role or what opportunities there are for professional development.
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