Technical Account Representative
FSSI - Financial Statement Services Inc.
Job Level
Senior
About the role
- Oversees one or more teams of call center quality assurance representatives who perform quality monitoring for the call centers to ensure completion of tasks and attainment of departmental goals.
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
- Resolves issues and contributes to business unit/area development.
- Responsible for leading process improvement initiatives within the call center and driving significant process change within the organization.
- Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.
- Provides coaching and mentoring to call center quality assurance representatives.
- May also consult with customer service managers, supervisors and team leads regarding quality monitoring trends, reports and recommendations.
- Evaluates and assesses new projects based upon size, complexity and time frame.
- Leads and provides direction around department process improvement initiatives.
- Selects and assigns appropriate project leader and team member(s).
- Serves as escalation point for issues beyond team authority; resolves conflicts involving scheduling, resources or technical issues.
- May be responsible for budgeting of department's personnel, capital and/or operations expenses.
- Other related duties assigned as needed.
- Instructional Designer Experience preferred who can prepare content
Requirements
- Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.
- 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
- 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
- Demonstrates effective people skills and sensitivities when dealing with others
- General skill in the use of MS Office and other standard software applications required to perform the job duties
- Ability to work both independently and in a team environment
- Typically requires a minimum of seven years of experience in quality monitoring or quality assurance, preferably in a call or contact center in a service industry and five or more years management or supervisory experience.
