Ops Sup Sr. Supervisor

4 days ago

india Citi Full time

Grade - C11Roles & Responsibilities Lead a team of chat advocates  Drive all activities as required in the Unit planConsistently achieve business-defined performance indicators with urgency and commitmentResponsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)Conduct regular process reviews to identify improvementsMotivate employee performance and continuously develop talent though encouragement, feedback and coachingServe as a role model in a culture of accountability, integrity and respectPromote an environment of open communication In case of quality/navigation specialist role:Review and maintain quality standardsDocument employee issues as required & provide employee guidance & coachingo Share regular feedback to agents/associates and also train and coach agents/associateso Ensure proper capacity planning and maintain work schedules as per requirementsManagement Skills:Takes immediate and independent action to resolve issues or problems when they ariseMake sound decisions that reflect good judgment Posses exceptional performance management abilitiesAble to collaborate, build relationships and work across the organization in a multisite matrix operations environmentAble to plan for projects and initiatives by identifying risks and assumptionsPosses execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planningEducation and Experience:Bachelor's Degree or Equivalent Experience   6 - 7 years' experience with 1-2 years of team management experienceCall center/Chat operations experience is a plus Competence in Risk and Control, ability to identify and mitigate emerging risksFamiliarity and understanding of financial industry preferredExcellent communication skills (written, verbal and interpersonal)Extremely organized. Strong multitasking and time-management skillsA demonstrated passion for learning and developing employees at all levels  Preferences:Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation Must possess good analytical skillsMust possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are establishedMust possess procedure driven judgment in order to find the best solution to an issueMust be goal oriented  Preferred Personal Attributes:Must possess good verbal and written communicationHighly motivated & self-drivenMust possess good analytical skills & eye for detailResult orientatedCustomer orientatedAnalytical thinking Shift of operations:• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.  Job Family Group: Operations - Core Job Family:Operations Support Time Type:Full time Most Relevant Skills Please see the requirements listed above. Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View Citi's EEO Policy Statement and the Know Your Rights poster.

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