Ops Sup Sr. Supervisor

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Grade - C11

Roles & Responsibilities

Lead a team of chat advocates

Drive all activities as required in the Unit plan

Consistently achieve business-defined performance indicators with urgency and commitment

Responsible 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 improvements

Motivate employee performance and continuously develop talent though encouragement, feedback and coaching

Serve as a role model in a culture of accountability, integrity and respect

Promote an environment of open communication

In case of quality/navigation specialist role:

Review and maintain quality standards

Document employee issues as required & provide employee guidance & coaching

o Share regular feedback to agents/associates and also train and coach agents/associates

o Ensure proper capacity planning and maintain work schedules as per requirements

Management Skills:

Takes immediate and independent action to resolve issues or problems when they arise

Make sound decisions that reflect good judgment

Posses exceptional performance management abilities

Able to collaborate, build relationships and work across the organization in a multisite matrix operations environment

Able to plan for projects and initiatives by identifying risks and assumptions

Posses execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning

Education and Experience:

Bachelor's Degree or Equivalent Experience

6 - 7 years' experience with 1-2 years of team management experience

Call center/Chat operations experience is a plus

Competence in Risk and Control, ability to identify and mitigate emerging risks

Familiarity and understanding of financial industry preferred

Excellent communication skills (written, verbal and interpersonal)

Extremely organized. Strong multitasking and time-management skills

A 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 skills

Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established

Must possess procedure driven judgment in order to find the best solution to an issue

Must be goal oriented

Preferred Personal Attributes:

Must possess good verbal and written communication

Highly motivated & self-driven

Must possess good analytical skills & eye for detail

Result orientated

Customer orientated

Analytical thinking

Shift of operations:

• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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