The service manager is an intermediate management position responsible for providing full leadership and direction to a customer service team that perform customer service activities.
the overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
*responsibilities*:
resolve issues that include uncommon and complex situations with significant organizational impact
evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
develop leaders by providing guidance and mentorship in conjunction with succession planning
develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
recommend new work procedures and contribute to the development of new customer service techniques, models and plans
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*:
5-8 years of relevant experience
intermediate to senior level experience in a related role with commensurate people management experience
call center management experience, preferred
proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
proficient project management skills
effective written and verbal communication and presentation skills
influencing and relationship management skills
*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.
el gerente de servicios será responsable del área de solutions improvements con las siguientes funciones de soporte a las áreas de collections y contact center:
- minimizar la cantidad de interrupciones y su impacto en los servicios que otorgan las áreas de operación.
- vigilar el apego a los procesos establecidos de incident, problem y change management para asegurar que el cumplimiento de los níveles de servicio acordados para ambas áreas de operación.
- analizar e identificar fallas de recurrentes de gran impacto a clientes, operación, al negocio y/o regulatorios.
- intervenir en el escalamiento de fallas, facilitar el enlace de los participantes y g estionar la solución de las causas raíz en colaboración con tecnología, proveedores, product owners, negocio, áreas de control entre otras.
- gestión de grupo de trabajo para potenciar sus capacidades y skills y fortalecer el desempeño alienado a los estándares de liderazgo definidos por la organización.
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- *job family group*: customer service
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- *job family*: service
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- *time type*: full time
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- 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.
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