Job description
The Service Sr. Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.Responsibilities:Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clientsDevelop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planningEvaluate team’s performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.Create and execute realistic action steps and timelines for the team with a strict attention to details and performanceDrive organizational change through innovation and process improvement, eliminating friction points for teamAchieve team performance excellence to ensure high quality and high volume productivity
Responsibilities & skills
Proficient with Microsoft Office
Education
2-5 years of relevant experience in a Customer Service roleProficient project management skillsEffective written and verbal communication
Experience
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Citi
Citi is more than a global financial services company. It’s an engine for progress. Join us, and you’ll have the chance to get involved in progress in all its shapes and forms, right across the world. From the micro to the macro, from Australia to Zambia, the ... Read moreMission: Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.
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