Customer Service Team Lead

hace 3 semanas


Metepec, México Citi A tiempo completo

The Customer Service Team Lead is responsible for overseeing the daily workflow of a Customer Service team in coordination with the Customer Service function. The primary objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.

**Key Responsibilities**:

Allocate work for a 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 exchange 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.

**Requirements**:

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.

Contar con disponibilidad de horarios.

Indispensable manejo de personal.

Liderazgo.

Experiência en gestión de equipos de trabajo de +20 colaboradores.

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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