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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, optimizing service levels, and ensuring client satisfaction while driving compliance with industry regulations. Proven ability to implement process enhancements and foster a culture of accountability and open communication.
Highest-signal resume keywords
Call Center ManagementFinancial Services ExperienceTeam LeadershipProcess ImprovementCompliance Adherence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance EvaluationBudget PlanningService Quality ManagementRisk AssessmentOperational Efficiency
Soft Skills
Self-MotivationCoachingOpen CommunicationProblem-SolvingOrganizational Skills
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Customer Service TechniquesService ReviewsClient SatisfactionHigh-Pressure EnvironmentAccountability Standards
About the role
Key responsibilities & impact- Manage a Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks
- Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions and terminations
- Ensure team task and service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures
- Provide solutions and influence decisions with potential for broader organizational impact
- Contribute to new customer service techniques, models and plans
- Recommend and support process enhancements and work procedures
- Conduct periodic service reviews and develop action plans to optimize service levels
- Ensure client satisfaction and delivery of end results by influencing decisions and addressing variable issues
- Lead or support special projects and task forces and negotiate with external parties as needed
- Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives
- Assess risk in business decisions, safeguard Citi, its clients and assets, and drive compliance
- Supervise activities of others and create accountability for standards
Requirements
What you’ll need- 5–8 years of previous experience in call center management preferred
- Previous experience in financial services preferred
- Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
- Demonstrated ability to lead teams to deliver results
- Ability to foster a work environment of coaching, feedback and open communication
- Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
- Demonstrated organizational and problem-solving skills
- Ability to work successfully in a high-pressure environment and closely with peer group
- Bachelor's degree/University degree or equivalent experience
- Compliance with applicable laws, rules and regulations and adherence to policy
Benefits
Comp & perks- Programs and services for physical and mental well-being, including telehealth options, health advocates, confidential counseling and more
- Financial well-being support and future planning resources
- Learning and development resources to broaden and deepen skills and knowledge
- Career growth opportunities
- Community involvement opportunities