Citi Group Bilingual Customer Service Senior Supervisor 

Canada, Ontario 

473590356

Responsibilities:

• Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
• Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluate team’s performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 2-5 years of relevant experience in a Customer Service role
• Proficient project management skills
• Effective written and verbal communication
• Influencing and relationship management skills
• Proficient with Microsoft Office
• Bilingual - English and French Required
• Ability to work a shift as assigned during business hours operation including statutory holidays and weekends.
• 9am -5 pm EST Monday - Friday but every 5 weeks a 1-9pm EST for the entire week, and every 5 weeks Monday-Thursday 9am-5 pm EST, Friday OFF, Saturday (9am – 5pm EST)
• Weekend shift hours (Saturday/Sunday) – 9 am - 5pm EST

Education:

• Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Time Type:

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