AVP - HRSS Contact Center Manager

The Ops Sup Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Manages daily IM queue management activities
• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  - Executes People management tasks
  - Performs Quality check on IM cases
  - Performs Team Access/Entitlement management
  - Lead team huddles and/or weekly team meeting
  - Ensure LMS required Trainings are completed
  - Staffing / Interviewing of Team resources
• Analyze Operations information and make evaluative judgements to solve problems
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
  - Performs Escalation Management.
  - Appropriately assess risk when decisions are made.
  - Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  - Handles STS IM resources content management (SOP, KA, Share Point).
  - Participate and/or leads global projects.
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.
  - Queue coordination
  - KPI Monitoring
  - Lead team huddles and/or weekly team meeting
• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.
• Serve as a backup for manager, as needed.

Qualifications:

• 5-8 years of experience managing a team
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience is ideal

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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