AVP - HRSS Contact Center Manager
MumbaiFull-time5–8 yrsPosted 1 week ago
Senior customer support role at Match Me Resume Match | Citi in Mumbai. Needs 5–8 years.
About the role
The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
What you'll do
- Manages daily IM queue management activities
- Work closely with management in process improvements and Innovation projects
- Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
- Performs analysis on voice of customer survey results
- Effectively supervise the activity of others and create accountability with those who fail to maintain these standards
What you need
- Escalation handling
- SOP writing
- Problem solving