Client Service Coach

2 weeks ago

Mumbai, India Citi Full time

**Reports To : Inbound Supervisor**

**Job Grade: C09/C10**

**Job Profile**:

- Coach a team of inbound call agents along with the Client Service Manager
- Responsible for team metrics like Training & managing Team KPIs
- Provide timely resolution and customer communication on escalated cases
- Ensuring Process efficiency by achieving nil defects and set targets of call quality
- Motivate / Develop team members
- Coaching and Live barge
- Adherence to Compliance to InfoSec requirements on service and sales
- Timely Acknowledgements of CQ/Defects/Detractors
- RSAT and Passive Management.
- Conducting briefings
- Identify training needs of the team
- Mentor and develop new team members
- Conduct timely call evaluations to provide development feedback to the team
- Bottom quartile handling management of the team
- Taking over escalations real-time and call back management
- Training need fulfillment.
- Ensure CMP completions and Mandatory course completion

**Skills Required**:

- Analytical and strategic approach
- Coaching Skills.
- Excellent Product and Process knowledge
- Ability to engage with different Stakeholders
- Strong problem solving skills and detail oriented
- Shift: Should be open to shifts (24X7) as per current shift structure of inbound
- Demonstrate Citi Leadership Standards and Forward compatible.

This role is entitled for a monthly performance VC. Please refer to the VC grid for the same

Reports into Client Service Manager**Job Family Group**:
Private Client Coverage
- **Job Family**:
Client Services
- **Time Type**:
Full time
- 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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