The Service Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function.
The overall objective is to delegate and supervise tasks of the team while ensuring individual and group performance goals are met.
Allocate work for small Customer Service team (typically up to 15) and serve as the team leader
Oversee and perform Customer Service activities, including performing routine tasks and resolving a variety of issues that may have potential for broader organizational impact
Evaluate performance and make recommendations for pay increases, promotions, terminations, hiring etc.
Recommend new work procedures, as needed
Make evaluative judgments to solve problems based on analysis of factual information, precedent, and acquired technical experience
Ensure entire team meets performance and quality expectations of assigned tasks and is responsible for end results
Develop communications to exchanges ideas and potentially complex / sensitive information
Assist as a backup manager, as needed
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.
0-2 years of relevant experience in a customer service role
Ability to deal with conflict / change resistance
Ability to identify and deliver business results
Proficient project management skills
Effective verbal and written communication and presentation skills
Effective influencing and relationship management skills
Proven ability to adapt and apply creative and analytical skills in previous leadership experience
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.
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