• Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process lifecycle. 

• Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution.

• Serves as point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed.

• Gains and maintains familiarity with call center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with Telecomm and Operations.

• Participate in calibration sessions with clients, and review calls for process and product improvement. 

• Work collaboratively with product team to gather, analyze and make recommendations based on customer data that improves the client's efficiencies and costs.

• Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners.

• Builds and defines operational standards based on department and corporate objectives across sites for purposes of consistency, accountability, and quality.

• Facilitates forecasting and capacity planning meetings.

• Supports site assessments, visits, and internal/external audits.  Coordinate between internal FIS partners and client

• Support internal and external compliance initiatives and coordinate training

• Coordinates changes to business rules following a change management process
• Provides feedback on the status of operational items such as daily call drivers and issues impacting the call center.

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.

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 postings, our employees, or any other part of our company.

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