Ops Sup Sr Supervisor - C11
Core
Lead and manage a customer service team to deliver operations support services via digital chat channels, ensuring optimal performance and customer experience.
Role type
Senior IC operations supervisor (customer service) (via careerplan.io/jobs/859034627213-ops-sup-sr-supervisor-c11-at-citi)
Builds
Digital customer service operations and chat platform efficiency
Domain
Financial services / Customer service operations
Required skills
Team leadership, performance management, chat operations management, data analysis, process improvement, stakeholder collaboration, issue resolution, compliance management, strategic planning
Preferred skills
Master's degree, experience with AI/chatbot technologies, advanced Microsoft Office Suite proficiency
Technologies
Chat management systems, knowledge base systems, AI/chatbot technologies, Microsoft Office Suite
Responsibilities
Oversee daily operations of customer service team, establish and monitor chat-specific KPIs, lead and coach team members, contribute to digital customer service strategy, identify and implement process improvements, analyze chat interaction data, serve as escalation point for complex issues, ensure compliance with policies and regulations
Seniority
Senior, hands-on IC