Ops Sup Sr Supervisor - C11

Citi Handlowy

Not specified
8+ years customer service operations experience
3+ years people manager role in customer service
Chat queue management and kpi monitoring
Citi Handlowy is seeking an Ops Sup Sr Supervisor to lead a customer service team focused on delivering efficient digital operations support. The role requires strong leadership and analytical skills, with a focus on improving customer service metrics and managing chat operations

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 managing chat queues, achieving critical KPIs like Average Response Time, and driving continuous process improvements.
  • The role requires strong analytical skills to interpret digital interaction data and collaborate with cross-functional teams on strategic initiatives.

Matching Summary

Match Score: 85

Citi Handlowy is seeking an Ops Sup Sr Supervisor to lead a customer service team focused on delivering efficient digital operations support. The role requires strong leadership and analytical skills, with a focus on improving customer service metrics and managing chat operations.

Skills & Requirements

Must-have

  • 8+ years customer service operations experience
  • 3+ years people manager role in customer service
  • Chat queue management and KPI monitoring
  • Written communication and tone coaching
  • AI chatbot technology integration
  • Data analysis for operational insights

Nice-to-have

  • Master's degree preferred
  • Experience with Workforce Management tools
  • Strategic planning for digital initiatives
  • Cross-functional stakeholder collaboration
  • Continuous improvement mindset

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 AI technologies

Work Rights

Not specified

Tailored Resume

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