Job Information
Citigroup Supervisor Contact Center Priority in Metepec, Mexico
The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.
Responsibilities:
Allocate work for small Customer Service team (typically up to 10) and serve as the team leader
Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Recommend new work procedures, as needed
Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
Develop communications to exchanges ideas and potentially complex/sensitive information
Assist as a backup manager, as needed
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
0-2 years of relevant experience in a customer service role
Ability to deal with conflict/change resistance
Ability to identify and deliver business results
Proficient project management skills
Effective verbal and written communication and presentation skills
Effective influencing and relationship management skills
Proven ability to adapt and apply creative and analytical skills in previous leadership experience
Education:
- Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Asignar y supervisar trabajo a un equipo de Servicio al Cliente y ventas (normalmente de hasta 25 ejecutivos telefónicos) y desempeñarse como líder del equipo.
Evaluar el desempeño y hacer recomendaciones de aumentos de pago, promociones, ceses de empleo, contrataciones, etc. del personal a cargo.
Recomendar nuevos procedimientos de trabajo o mejora a los existentes, según sea necesario.
Realizar juicios evaluativos para resolver problemas en función de análisis de información objetiva, precedentes y experiencia técnica adquirida.
Garantizar que todo el equipo cumpla las expectativas de calidad y desempeño de las tareas asignadas conforme a políticas y procedimientos y sea responsable de los resultados finales.
Experiencia en gestión de centros de contacto inbound/outbound.
Experiencia en el manejo de personal (puede ser back de su manager), gestión de equipos
Liderazgo, tolerancia al a frustración, enfoque a resultados, desarrollo de equipo
Manejo de Office
Preferente licenciatura concluida
Para externos experiencia como team leader o supervisor de CC, inbound / outbound de cobranza
Job Family Group:
Customer Service
Job Family:
Service
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.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.