- 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 clients
- Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
- Evaluate 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 performance
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity
- Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
- Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
- 2-5 years of relevant experience in a Customer Service/Contact Center role
- 1+ years supervisory/lead experience preferred
- Proficient project management skills
- Effective written and verbal communication
- Influencing and relationship management skills
- Proficient with Microsoft Office
- Bachelor's/University degree or equivalent experience
- Job Family Group:Customer Service
- Job Family:Service
- Time Type:Full time
- Primary Location:San Antonio Texas United States
- Primary Location Full Time Salary Range:$51, $71,300.00
- Anticipated Posting Close Date:Apr 29, 2024
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Service Sr Supervisor - San Antonio, United States - Citigroup Inc.
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:
Qualifications:
Education:
Citi offers competitive employee benefits, including:
medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
For additional information regarding Citi employee benefits, please visit Available offerings may vary by jurisdiction, job level, and date of hire.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.
View the Pay Transparency Posting