Job Description

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: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 clientsDevelop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planningEvaluate 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 performanceDrive organizational change through innovation and process improvement, eliminating friction points for teamAchieve team performance excellence to ensure high quality and high volume productivity