Ops Sup Sr. Supervisor

Grade - C11
Roles & ResponsibilitiesLead a team of 10 - 12 chat advocatesDrive all activities as required in the Unit planConsistently achieve business-defined performance indicators with urgency and commitmentResponsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)Conduct regular process reviews to identify improvementsMotivate employee performance and continuously develop talent though encouragement, feedback and coachingServe as a role model in a culture of accountability, integrity and respectPromote an environment of open communicationIn case of quality/navigation specialist role:Review and maintain quality standardsDocument employee issues as required & provide employee guidance & coaching

• Share regular feedback to agents/associates and also train and coach agents/associates
• Ensure proper capacity planning and maintain work schedules as per requirements
  

Management Skills:
Takes immediate and independent action to resolve issues or problems when they ariseMake sound decisions that reflect good judgmentPosses exceptional performance management abilitiesAble to collaborate, build relationships and work across the organization in a multisite matrix operations environmentAble to plan for projects and initiatives by identifying risks and assumptionsPosses execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planningEducation and Experience:Bachelor’s Degree or Equivalent Experience6 - 7 years’ experience with 1-2 years of team management experienceCall center/Chat operations experience is a plusCompetence in Risk and Control, ability to identify and mitigate emerging risksFamiliarity and understanding of financial industry preferredExcellent communication skills (written, verbal and interpersonal)Extremely organized. Strong multitasking and time-management skillsA demonstrated passion for learning and developing employees at all levelsPreferences:Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuationMust possess good analytical skillsMust possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are establishedMust possess procedure driven judgment in order to find the best solution to an issueMust be goal orientedPreferred Personal Attributes:Must possess good verbal and written communicationHighly motivated & self-drivenMust possess good analytical skills & eye for detailResult orientatedCustomer orientatedAnalytical thinkingShift of operations:

• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.
  

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Job Family Group:

Operations - Core------------------------------------------------------

Job Family:

Operations Support------------------------------------------------------

Time Type:

Full time------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------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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