Citi Service & Sales Sr Supervisor (Cobrands) in Jacksonville, Florida

  • Primary Location: United States,Florida,Jacksonville

  • Education: High School Diploma/GED

  • Job Function: Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18076012

Description

Service Sr Supervisor

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

  • 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

  • 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

Possible Schedule: 10am - 7pm

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission at http://www.citigroup.com/citi/about/mission-and-value-proposition.html and Value Propositionexplains what we do and Citi Leadership Standards at http://www.citigroup.com/citi/about/leadership-standards.html explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

Qualifications

Education and Experience :

  • Direct line management experience in a call center or production environment preferred·

  • Bachelor’s 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

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