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The Ops Sup Supervisor 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.
Job Responsibility:
Oversee the daily operations of customer service team
Ensure optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures
Establish, monitor, and achieve critical chat-specific customer service KPIs
Develop and implement strategies to enhance metrics
Lead, coach, and mentor team members focusing on effective written communication
Conduct regular performance reviews and identify development opportunities
Contribute to the strategic development and execution of digital customer service initiatives
Identify areas for improvement within chat operations
Collaborate with cross-functional teams
Analyze chat interaction data, generate comprehensive reports on team performance
Serve as an escalation point for complex or sensitive customer issues
Ensure all chat operations comply with internal policies, industry regulations, and legal requirements
Lead and participate in various projects and initiatives aimed at enhancing the chat platform
Requirements:
Bachelor’s degree/University degree or equivalent experience
Master's degree preferred
Minimum of 8+ years of progressive experience in customer service operations
At least 3+ years in people manager role in customer service teams
Ability to thrive in a fast-paced, technology-driven environment and manage multiple digital priorities effectively
Strong leadership, motivational, and coaching abilities
Excellent analytical and problem-solving skills
Exceptional written communication skills
Proficient in chat management systems, knowledge base systems, and familiarity with AI/chatbot technologies