Service Supervisor

hace 2 semanas

Metepec, México Citi A tiempo completo

The Service 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 delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

**Responsibilities**:

- Allocate work for small Customer Service team (typically up to 10) and serve as the team leader
- Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
- Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
- Recommend new work procedures, as needed
- Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
- Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
- Develop communications to exchanges ideas and potentially complex/sensitive information
- Assist as a backup manager, as needed
- 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.

**Qualifications**:

- 0-2 years of relevant experience in a customer service role
- Ability to deal with conflict/change resistance
- Ability to identify and deliver business results
- Proficient project management skills
- Effective verbal and written communication and presentation skills
- Effective influencing and relationship management skills

**Education**:

- Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

**Funciones del puesto**:

- ** Gestión de hasta 25 asesores telefónicos en su tramo de control.**:

- ** Evaluación del desempeño de su equipo de trabajo.**:

- ** Entrega de feedback oportuno/ coaching del cumplimiento de métricas operativas.**:

- ** Participación de mejoras en procedimientos establecidos en centro de contacto.**:

- ** Cumplimiento de objetivos del personal a cargo en indicadores de: Servicio, experiência de los clientes y Venta cruzada (colocación de productos financieros).**:

- ** Supervisión de actividades de su equipo de trabajo, asegurando el apego a procedimientos y políticas.**:

- ** Uso de herramientas institucionales para el monitoreo del cumplimiento de resultados del equipo a cargo.**:

- ** Resolución de situaciones BAU y emergentes de los clientes a través de experiências memorables que permeen el ambiente adecuado hacia el logro de las metas institucionales de ventas.**:
**Requisitos**:

- ** Licenciatura trunca o concluida.**:

- ** Disponibilidad para realizar funciones de manera presencial rolando los turnos: Matutino, intermedio y vespertino.**:

- ** Experiência**:
**1 año en área de servicio financiero como Team Leader o Supervisor de equipos/manejo de personal, inbound (llamada de entrada) o outbound / ventas (llamadas de salida), servicio al cliente, venta cruzada.**:

- ** Conocimientos Técnicos**:

- **Indicadores de Contact Center.**:

- **Venta Cruzada**:

- **Manejo de objeciones**:

- **MS Office nível intermedio: Excel, PP**
- ** Habilidades**:

- **Tolerancia a la frustración.**:

- **Orientado a las ventas.**:

- **Supervisión y monitoreo del servicio al cliente.**:

- **Capacidad para enfrentar y resolver situaciones complejas.**:

- **Enfoque al desarrollo y resultados del equipo.**

**Importante**:
**Como parte de tu proceso de reclutamiento, completarás algunas evaluaciones. Para ello, una vez que envíes tu información en Workday, recibirás un mail por parte de nuestro proveedor con las instrucciones y un enlace personalizado para que crees tu perfil en las plataformas e inicies la evaluación. De forma previa a realizar tu prueba, te recordamos leer cuidadosamente los Términos y Condiciones del proveedor, así como el Aviso de Privacidad que pondrá a tu disposición. Una vez que completes la evaluación, te estaremos contactando para los siguientes pasos.**:

- **Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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