DirecciónThe 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.
- Gestión de hasta 25 asesores telefónicos en su tramo de control.
- Evaluación del desempeño de su equipo de trabajo.
- Entrega de feedback oportuno/ coaching del cumplimiento de métricas operativas.
- Participación de mejoras en procedimientos establecidos en centro de contacto.
- Cumplimiento de objetivos del personal a cargo en indicadores de: Servicio , experiencia de los clientes y Venta cruzada (colocación de productos financieros).
- Supervisión de actividades de su equipo de trabajo, asegurando el apego a procedimientos y políticas.
- Uso de herramientas institucionales para el monitoreo del cumplimiento de resultados del equipo a cargo.
- Resolución de situaciones BAU y emergentes de los clientes a través de experiencias memorables que permeen el ambiente adecuado hacia el logro de las metas institucionales de ventas.
Requisitos:
- Licenciatura trunca o concluida.
- Disponibilidad para realizar funciones de manera presencial rolando los turnos: Matutino, intermedio y vespertino.
- Experiencia:
- Conocimientos Técnicos:
- Venta Cruzada
- Manejo de objeciones
- MS Office nivel intermedio: Excel, PP
- Habilidades:
- Orientado a las ventas.
- Supervisión y monitoreo del servicio al cliente.
- Capacidad para enfrentar y resolver situaciones complejas.
- Enfoque al desarrollo y resultados del equipo.
Importante:
Como parte de tu proceso de reclutamiento, completarás algunas evaluaciones. Para ello, una vez que envíes tu información en Workday, recibirás un mail por parte de nuestro proveedor con las instrucciones y un enlace personalizado para que crees tu perfil en las plataformas e inicies la evaluación. De forma previa a realizar tu prueba, te recordamos leer cuidadosamente los Términos y Condiciones del proveedor, así como el Aviso de Privacidad que pondrá a tu disposición. Una vez que completes la evaluación, te estaremos contactando para los siguientes pasos.
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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.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
