Senior Customer Service Operations Manager
hace 2 meses
Citi is a leading global bank with operations in over 160 countries. As a Senior Customer Service Operations Manager, you will be responsible for managing a team of customer service representatives to provide exceptional service to external clients.
**Job Description:**
The role involves overseeing the daily activities of the team, ensuring that they are meeting their performance targets and providing high-quality service to customers. You will also be responsible for evaluating the team's performance, making recommendations for pay increases, hiring, terminations, and other personnel actions, as well as maintaining appropriate staffing requirements to meet operational needs.
**Responsibilities:**
- Manage a team of customer service representatives to provide exceptional service to external clients
- Evaluate the team's performance and make recommendations for improvements
- Maintain appropriate staffing requirements to meet operational needs
- Negotiate solutions with internal and external customers, as necessary
- Responsible for delivery of end results and budget management
**Qualifications:**
- At least 4 years of relevant experience in customer service or a related field
- Senior management experience
- Consistently demonstrate clear and concise written and verbal communication skills
- English fluency (advanced level)
**Estimated Salary:** $120,000 - $180,000 per year, based on industry standards and location.
As a Senior Customer Service Operations Manager at Citi, you will have the opportunity to work with a talented team of professionals and contribute to the company's mission of delivering exceptional customer service.
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