Hours : Tuesday - Saturday, 3 : 30 pm - Midnight

The Service Sr. 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 ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.

Responsibilities :

Rotational Sr. Supervisor for Branded Cards. In this role, the person could rotate cross-business and / or cross-functionally to support Sr.

Supervisor responsibilities within Customer Service including but not limited to interviewing, new hire class nesting, team direct support and other duties where a business need is present.

This person must be flexible with their work schedule. Initial schedule is Monday-Friday day shift local time, however schedule adjustments could occur based on business needs and at times could include weekend(s) and or days / evenings.

Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients

• Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluate team’s performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• 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 :

• 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

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.

Shift Hybrid

Job Family Group : Customer Service

Customer Service

Job Family : Service

Service

Time Type : Full time

Full time

Primary Location :

Jacksonville Florida United States

Primary Location Full Time Salary Range :

$51,100.00 - $71,300.00

Anticipated Posting Close Date :

May 09, 2024

Last updated : 2024-05-02