Citi Group Customer Service Senor Analyst Hybrid 

United States, Indiana 

71730872

What you will do:

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
• Provide solutions and influence decisions with potential for broader organizational impact
• Contribute to the development of new customer service techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
• Lead or support special projects and/or task forces and negotiate with external parties, as needed
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives

What we will need from you:

• Previous experience in financial services call center management preferred
• Bilingual/Multilingual– Fluent in English as well one or more of the following languages - Spanish, German, Italian & French
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
• Demonstrated ability to lead teams to deliver results
• Ability foster a work environment of coaching, feedback and open communication
• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
• Demonstrated organizational and problem-solving skills
• Able to work successfully in a high-pressure environment and closely with peer group

Time Type:

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