Supervisor Customer Service I - Money Network Call Center (Second Shift)

Fiserv is a global leader in Fintech and payments, connecting financial institutions and consumers. The Customer Service Supervisor will lead a team in the Money Network business, ensuring smooth operations and high-quality customer service.

Responsibilities:

• Coach, develop, and lead your team through performance feedback, training, and professional growth opportunities—helping each associate bring their best to the job every day
• Review performance trends through quality checks and reporting, identifying what’s working and where improvements can be made
• Manage workflow and service levels, ensuring daily operations run smoothly and escalated customer concerns are resolved effectively and professionally
• 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

Requirements:

• 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
• Familiarity with call center tools and applications such as CRM tools, ticketing systems, QA platforms, and workforce management tools
• Prior monitoring of call center metrics, scorecards, and service level objectives
• Proficiency with Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and web‑based applications
• Prior leadership, including coaching, team development, and performance management experience
• Ability to analyze data, identify trends, and translate insights into actionable improvements
• Experience supporting high‑volume customer service or operations environments
• Associate's degree or Bachelor's degree — or an equivalent blend of education, experience, and/or military background