The Service Sr. 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 ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.
**Responsibilities**:
- Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
- Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
- Evaluate team’s performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
- Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
**Qualifications**:
- 2-5 years of relevant experience in a Customer Service role
- Proficient project management skills




- Effective written and verbal communication
- Influencing and relationship management skills
- Proficient with Microsoft Office
**Education**:
- 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.
Responsable
Honesto
Tolerancia la frustración
Trabajo bajo presión
Razonamiento lógico
Habilidad numérica
Capacidad de análisis
Comprometido
Conocimiento en herramienta de programacion: (Intermedio-Avanzado)
MySQL
Python
VBA
SQL Server
SAS
Conocimiento en paquetería de Office: (Intermedio-Avanzado)
Microsoft Excel
Microsoft Access
Microsoft Word
Microsoft PowerPoint
Conocimiento en herramientas de analisis integral: (Intermedio-Avanzado)
Tableau
Cognos
- **Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting

📌 Service Sr Supervisor Bp&a (Tláhuac)
🏢 Citi
📍 Tláhuac