Customer Service Team Supervisor

hace 2 días


Ciudad de México, Ciudad de México 09522 Citibanamex Afore, S.A de C.V., integrante del Grupo Financiero Citibanamex A tiempo completo
Job Summary

The Customer Service Team Supervisor is a key role within the 09522 Citibanamex Afore, S.A de C.V., integrante del Grupo Financiero Citibanamex organization, responsible for overseeing the daily operations of a Customer Service team. This position requires strong leadership and communication skills to ensure the team consistently meets performance metrics and provides exceptional customer service to clients.

Key Responsibilities
  • Lead and develop a team of 15-25 care professionals, ensuring they meet performance metrics and provide effective customer service.
  • Develop leaders and their skill set, providing growth opportunities through guidance and mentorship.
  • Evaluate team performance and make recommendations for staffing, pay increases, promotions, and terminations.
  • Create and execute realistic action plans and timelines for the team, with a focus on performance and attention to detail.
  • Drive organizational change through innovation and process improvement, eliminating friction points for the team.
  • Achieve team performance excellence, ensuring high-quality and high-volume productivity.
  • Recruit, hire, and build a team of highly productive candidates through coaching, collaboration, and motivation.
  • Fulfill client needs while providing an exceptional client experience, measured by specific metrics.
  • Assess risk when making business decisions, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
Qualifications
  • 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.
Education
  • Bachelor's/University degree or equivalent experience.
Additional Responsibilities
  • Manage remote channels to clients, including call centers, messaging, email, and chat.
  • Maintain contact with providers to review billing, campaign performance, operational indicators, internal policies, and regulatory compliance.
  • Generate reports for management.
  • Send relevant information to clients, such as account updates, important notifications, and promotional offers.
Requirements
  • Bachelor's degree.
  • Desirable 3-5 years of experience in afore or customer service.
  • Analysis skills to generate presentations for management.
  • Intermediate to advanced Microsoft Office skills.
  • Basic to intermediate language skills.


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