Job: Customer Service Sr Supervisor, Sioux Falls, SD

Jobing Description

Job Description - Customer Service Sr Supervisor, Sioux Falls, SD (11035316)

Job Description

Brief Description of the Organization
Citigroup's Global Consumer Group serves consumers through retail banking, cards, and consumer finance, providing a full range of innovative and comprehensive products and services. Our businesses also offer industry-leading advanced technology, a strong worldwide presence, and a powerful global franchise.

Customer Service Sr Supervisor, Sioux Falls, SD-11035316

Description

* Directly lead a team of 20-25 associates to achieve individual and team performance goals.
* Analyze daily performance indicators (i.e. availability) and communicate with employees, encouraging awareness and performance improvement
* Manage various performance and productivity objectives through the use of call management system, scheduling software, payroll, adherence and other systems
* Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer feedback
* Create and foster a trusting and engaging work environment with a focus on employee retention
* Ensure a culture of accountability, integrity and respect
* Participate in various group projects and continuous quality improvement activities
* Participate in recruitment activities as needed

Schedule: Tuesday through Saturday, 8:00am to 4:30pm

Qualifications

Education and Experience:

* Direct line management experience in a call center or production environment preferred
* Bachelors Degree or equivalent experience
* Familiarity and understanding of financial industry preferred

Management Skills:

* Proven 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 to work well in a team environment collaborating across diverse groups
* Experience in creating and implementing processes that result in improved business performance
* Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view
* Superior execution skills with a focus on clear, realistic action steps and timelines

Technical Skills:

* Strong analytical and problem-solving skills
* Effective planning and organizational skills
* Solid PC skills (Microsoft Office)
* Project management experience preferred

Other:

* Strong verbal and written communication skills
* Continuous pattern of professional development and learning
* Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines
* Experience in interviewing preferred

Primary Location
: NAM-USA-SD-Sioux Falls

Schedule
: Full-time

Education Level
: Bachelor's Degree

Shift
: Day Job

Employee Status
: Regular

Travel
: No

Office Location / Address
: 701 E 60th St. North, Sioux Falls, SD 57104

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