Supervisor, Client Contact

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Responsibilities

• Lead, coach, and motivate a team of call center agents to meet KPIs and quality targets.
• Provide real‑time support for escalations and complex customer issues.
• Monitor performance metrics (AHT, CSAT, QA, adherence) and take action to improve results.
• Conduct regular coaching sessions, performance reviews, and team huddles.
• Ensure agents follow policies, scripts, compliance requirements, and client expectations.
• Collaborate with operations, QA, training, and support partners to drive continuous improvement.

Qualifications

Minimum 2 years of experience i...