Ops Sup Sr Supervisor - C11

Publix Serving (Civica)

Not specified (considered office-based due to the leadership nature of the role).
8+ years customer service operations experience
3+ years people manager role in customer service
Chat queue management and kpi monitoring
The Ops Sup Sr Supervisor position at Publix Serving (Civica) involves leading a customer service team to enhance operational support services, focusing on performance management, team development, and process improvement. The role requires extensive experience in customer service operations, strong leadership skills, and proficiency in digital communication tools

Job Summary

  • The Ops Sup Supervisor provides full leadership to a team ensuring seamless delivery of operations support services aligned with Citi infrastructure.
  • Key responsibilities include overseeing daily chat operations, managing staffing, and achieving critical performance metrics like Average Response Time and First Contact Resolution.
  • The role requires developing strategies to integrate new chat technologies and optimizing workflows while serving as an escalation point for complex customer issues.

Matching Summary

Match Score: 85

The Ops Sup Sr Supervisor position at Publix Serving (Civica) involves leading a customer service team to enhance operational support services, focusing on performance management, team development, and process improvement. The role requires extensive experience in customer service operations, strong leadership skills, and proficiency in digital communication tools.

Skills & Requirements

Must-have

  • 8+ years customer service operations experience
  • 3+ years people manager role in customer service
  • Chat queue management and KPI monitoring
  • Digital communication policy adherence
  • AI and chatbot technology integration

Nice-to-have

  • Master's degree preferred
  • Strong written communication skills
  • Experience with AI/chatbot synergies
  • Data-driven decision making abilities
  • Cross-functional team collaboration

Key Requirements

  • Bachelor's degree required; Master's preferred
  • Minimum 8 years progressive customer service experience
  • At least 3 years in a people manager role
  • Proficiency in chat management systems and Microsoft Office

Work Rights

Not specified

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