Service Leadership Manager, Citi

hace 3 semanas


Xico, México Citi A tiempo completo
About the Role

The Service Sr. Supervisor role at Citi is an exciting opportunity for a seasoned professional to lead a team of customer service experts and drive exceptional client experiences.

This intermediate-level position plays a critical role in ensuring the best-in-class customer care while fostering valuable relationships with clients.

Key Responsibilities
  1. Lead and develop a team of 15-25 care professionals, focusing on consistent performance metric achievement and effective customer service delivery.
  2. Develop leaders' skills and provide growth opportunities through guidance and mentorship, aligning with succession planning.
  3. Evaluate team performance and make recommendations for staffing, pay increases, promotions, terminations, and other strategic decisions.
  4. Create and execute realistic action plans and timelines for the team, prioritizing attention to detail and performance excellence.
  5. Drive organizational change through innovation and process improvement, eliminating friction points for the team.
  6. Achieve team performance excellence, ensuring high-quality and high-volume productivity.
Qualifications and Requirements

To be successful in this role, you will need:

  • 2-5 years of relevant experience in a Customer Service role.
  • Proficient project management skills.
  • Effective written and verbal communication.
  • Influencing and relationship management skills.
  • Proficient with Microsoft Office.
About Us

Citi is an equal opportunity employer committed to diversity and inclusion. We offer a competitive salary range of $80,000 - $120,000 per year, depending on location and experience.



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