*responsibilities*:
- assist day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals.
- assist manager with coaching a team of approx 35-45 representatives in a manner that ensures high quality customer care, focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.
- builds effective and strong teams committed to delivering world class customer care and achieving organizational goals.
- accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Initiates and develops relationships with others throughout the business unit and the company in order to identify and understand customer and business needs. Create and foster a trusting and engaging work environment.
- ensure a culture of accountability, integrity and respect.
- identify and analyze escalated problems and provide guidance to team members for resolution.
- negotiate solutions and acts as a liaison with internal and external customers when necessary.
- monitor research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations.
- performs other job related duties as assigned.
- 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*:
- strong communication skills. Solid pc skills. Ability to make sound business decisions. Strong performance management abilities. Solid leadership skills and ability to direct and motivate staff with integrity and ethics. Interpersonal skills and ability
*education*:
- bachelors degree
gestión de un equipo de trabajo para la recuperación de cartera de cobranza vencida de tarjetas de crédito y apoyo a retail.*job family group*:
operations - collections default
- *job family*:
core collections
- *time type*:
full time-
- view citi's _eeo policy statement_ and the _know your rights_ poster._