AVP - HRSS Contact Center Manager

Overview

Lead a team delivering operations support services in coordination with the Operations - Core team, ensuring seamless delivery in line with Citi operations support infrastructure and processes.

What you'll do

• Manage daily IM queue management activities
• Work closely with management on process improvements and innovation projects, making judgments and recommendations based on analysis and domain knowledge to increase customer satisfaction and minimize risks
• Perform process coordination and discussions with other pillars (local/regional/global) to resolve inquiries
• Perform analysis on voice of customer survey results
• Supervise the activity of others and create accountability with those who fail to maintain standards
• Execute people management tasks
• Perform quality checks on IM cases
• Perform team access/entitlement management
• Lead team huddles and/or weekly team meetings
• Ensure LMS required trainings are completed
• Staff and interview team resources
• Analyze operations information and make evaluative judgements to solve problems
• Identify and resolve routine problems and operational issues with broader departmental impact within established procedures
• Perform escalation management
• Appropriately assess risk when making decisions
• Apply sound ethical judgment regarding personal behavior, conduct and business practices, escalating, managing and reporting control issues with transparency
• Handle STS IM resources content management (SOP, KA, SharePoint)
• Participate in and/or lead global projects
• Constantly monitor work volumes to achieve operational metric targets by balancing incoming workload with available staff
• Coordinate queues and monitor KPIs
• Take a forward-thinking approach, explore innovations on the current process, and act as subject-matter expert/point of contact for specific areas of concern
• Serve as a backup for the manager, as needed

What you'll need

• 5-8 years of experience managing a team
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Nice to have

• Bachelor's degree/University degree or equivalent experience is ideal

Details

• Employment type: Full time
• Job family: Operations Support (Job Family Group: Operations - Core)
• Other job-related duties may be assigned as required