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Citi Service Supervisor in Mumbai, India

  • Primary Location: India,Maharashtra,Mumbai

  • Education: Bachelor's Degree

  • Job Function: Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 19028099

Description

Service Supervisor

  • Ensure total customer satisfaction on every call handled by team and effective escalation management

  • Provide timely resolution and customer communication on escalated cases

  • Ensuring Process Efficiency by achieving nil defects and ensuretimely completion of Call Quality feedback/coaching to improve overall service and quality experience

  • Motivate/Develop team members to meet & exceed unit targets on total satisfaction factor, sales and service

  • Compliance to Infosec requirements on service and sales

  • Prepare, analyze and action on team performance MIS

  • Mentor and develop new team members and drive staff engagement

  • Conduct timely call evaluations to provide developmental feedback to the team

  • Liaison with peers and seniors across Citi to ensure resolution of customer issues

  • Managing metrics like Unplanned leaves, Schedule adherence, AHT, Defects and Call Quality

  • Lead generation and Sales conversion as defined by business

  • Committed to delivering NPS

Qualifications

Service Supervisor

  • Ensure total customer satisfaction on every call handled by team and effective escalation management

  • Provide timely resolution and customer communication on escalated cases

  • Ensuring Process Efficiency by achieving nil defects and ensuretimely completion of Call Quality feedback/coaching to improve overall service and quality experience

  • Motivate/Develop team members to meet & exceed unit targets on total satisfaction factor, sales and service

  • Compliance to Infosec requirements on service and sales

  • Prepare, analyze and action on team performance MIS

  • Mentor and develop new team members and drive staff engagement

  • Conduct timely call evaluations to provide developmental feedback to the team

  • Liaison with peers and seniors across Citi to ensure resolution of customer issues

  • Managing metrics like Unplanned leaves, Schedule adherence, AHT, Defects and Call Quality

  • Lead generation and Sales conversion as defined by business

  • Committed to delivering NPS

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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