Citi
Pune Maharashtra India
The Ops Sup Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
Performance Management: Establish, monitor, and achieve critical chat-specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Quality Assurance (QA) scores for written interactions, and First Contact Resolution (FCR) in digital channels. Develop and implement strategies to enhance these metrics.
Team Development & Coaching: Lead, coach, and mentor team members focusing on effective written communication, tone, multi-tasking skills in a chat environment, and efficient use of chat tools and resources. Conduct regular performance reviews and identify development opportunities.
Strategy & Planning: Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.
Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g., template usage, knowledge base integration), and reduce resolution times. Drive continuous improvement based on data analysis and customer feedback.
Stakeholder Collaboration: Collaborate with cross-functional teams such as Workforce Management, Technology, Bot team and Quality Assurance to ensure seamless integration of chat channels and alignment with overall business goals.
Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance. Provide actionable insights and recommendations to senior management for strategic decision-making.
Issue Resolution: Serve as an escalation point for complex or sensitive customer issues encountered via chat, ensuring timely and effective resolution while upholding service standards.
Compliance & Risk Management: Ensure all chat operations comply with internal policies, industry regulations, and legal requirements pertaining to digital communication and data privacy. Identify and mitigate potential operational risks.
Projects & Initiatives: Lead and participate in various projects and initiatives aimed at enhancing the chat platform, introducing new features, improving agent tools, or integrating with other digital channels to elevate the overall digital customer experience.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Operations - Core
Operations Support
Full time
Please see the requirements listed above.
For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.