Customer Service Team Leader

hace 4 semanas


Metepec, México Citi A tiempo completo

The Customer Service Team Leader position is a pivotal role at Citi, requiring strong leadership and customer service skills. As the intermediary between the Customer Service team and management, this individual oversees daily workflow to ensure that performance goals are met.

**Key Responsibilities:**

Team Management: Delegate tasks effectively to a small Customer Service team (typically up to 10 members) and serve as the team leader. This involves coaching, developing, and evaluating team members to achieve desired outcomes.

Customer Service Activities: Oversee and perform routine tasks, resolving issues with potential broader organizational impact. Strong communication and problem-solving skills are essential in this role.

Evaluation and Development: Assess team performance, make recommendations for promotions, terminations, and hiring, as well as suggest new work procedures when necessary.

Problem-Solving: Make evaluative judgments to solve complex problems based on analysis, precedent, and acquired technical experience.

Client Expectations: Ensure the team meets performance and quality expectations for assigned tasks, delivering exceptional client experiences measured by specific metrics.

With 1-2 years of relevant customer service experience, strong project management skills, and effective verbal and written communication abilities, this individual will excel in this role. A Bachelor's degree or equivalent experience is required.

This job requires the ability to handle conflict and resistance to change, as well as strong influencing skills to drive business results. The estimated salary for this position is $60,000 - $80,000 per year, depending on location and experience.



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