The Company is seeking a Customer Service Senior Manager to lead a high-performing team and oversee the daily operations of a major contact center. The successful candidate will be responsible for the performance, quality, and productivity of a team of approximately 35 customer service professionals. This role involves driving results through coaching, process improvement, and strong operational leadership, as well as partnering with senior stakeholders across regional and global teams. Key responsibilities include managing daily floor operations, resolving complex service issues, evaluating team performance, and driving process improvements to enhance team efficiency. Applicants must have 6 to 10 years' of related experience in a senior role with people management responsibility, with a background in contact center operations or banking. The role requires a candidate who has passed specific licensing requirements and has a working knowledge of design thinking, lean, and agile methodologies. Proficient project management, effective communication, and strong influencing skills are essential. A Bachelor's degree or equivalent is required, with a Master's degree being beneficial. The ideal candidate will have experience collaborating with senior management and global teams and will be adept at coaching and mentoring team leaders to support succession planning and the development of employees' skill sets.

Hiring Company

Citi