Customer Service Team Supervisor
hace 2 días
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.
- 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.
- Bachelor's/University degree or equivalent experience.
- 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.
- 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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