The Contact Center Supervisor is an intermediate-level position responsible for leading and supervising the daily workflow of a Customer Service team. The primary objective of this role is to delegate tasks, manage team performance, and ensure that individual and group goals are met, all while fostering an environment of outstanding customer service and continuous improvement.
Key Role Responsibilities
Team Leadership & Management
* Supervise the daily activities and workflow of a Customer Service team.
* Allocate work, manage schedules, and plan for team leave to ensure optimal coverage and team availability.
* Monitor and manage team attendance, punctuality, and adherence to schedules, including follow-ups on lateness.
* Actively participate in the hiring and onboarding of new staff.
* Serve as a backup manager as needed to ensure seamless operations.
Performance & Quality
* Monitor and manage both team and individual performance levels in line with agreed-upon business objectives.
* Evaluate team member performance, conduct monthly reviews and yearly appraisals, and provide recommendations for pay increases, promotions, performance improvement plans (PIPs), or termination.
* Ensure the entire team meets performance and quality expectations and is responsible for end results.
* Provide on-the-job coaching, training, and feedback to support the growth and development of team members.
* Recommend and implement new work procedures to enhance efficiency and quality.
* Make evaluative judgments to solve problems based on factual information, precedent, and technical experience.
* Collectively responsible for resolution & closure of all URN / ESMS that are raised under their ID and/ or Citiphone within agreed TAT.
* Ensure excellence in knowledge of self and CPO.
* Follow up on open cases to ensure TAT is not breached
* Suggest and implement process improvement to increase FCR through CPO empowerment
* Manage the real-time feedback process ensuring business problems are immediately highlighted by the Team and appropriate action is taken.
Customer Experience & Escalations
* Oversee and perform customer service activities, including resolving a variety of issues that may have a broader organizational impact.
* Handle customer escalations effectively, ensuring timely resolution and follow-up (close looping).
* Work closely with the Customer Experience and Quality teams to maintain and enhance service excellence.
* Drive the team to meet targets for Telephone Service Factor (TSF), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Net Promoter Score (NPS).
* Suggest and implement process improvements to increase FCR through team empowerment.
Sales & Growth
* Drive the team to meet sales targets through effective lead generation and identifying upselling opportunities during customer interactions.
Digitization & Compliance
* Ensure the team promotes digital channels in all customer interactions where appropriate.
* Monitor and drive key performance indicators related to digital adoption.
* 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.
Required Qualifications and Skills
Experience & Knowledge
* A minimum of 4 years of relevant experience in a customer service or contact center environment.
* Previous experience in a banking-related or team management role is required.
* Experience with Six Sigma, Lean, or reengineering methodologies is preferred.
* Knowledge of Citi product...
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