AVP - HRSS Contact Center Manager
Core
Provide full leadership and direction to a team of employees to deliver operations support services, specifically managing daily IM queue activities, quality checks, and process improvements.
Role type
Intermediate management level operations support manager
Builds
Operations support services for Citi's infrastructure and processes
Domain
Banking / Operations Support
Required skills
Team management, IM queue management, process coordination, quality assurance, staffing and interviewing, escalation management, risk assessment, KPI monitoring, stakeholder communication
Preferred skills
Innovation projects, subject matter expertise, global project participation
Technologies
LMS, SharePoint, SOPs, KA
Responsibilities
Manage daily IM queue management activities, supervise team activity and create accountability, perform quality checks on IM cases, conduct staffing and interviewing, lead team huddles and weekly meetings, analyze voice of customer survey results, perform escalation management, monitor work volumes to achieve operational metric targets, identify and resolve routine operational issues.
Seniority
Intermediate, hands-on manager