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AVP - HRSS Contact Center Manager

Match Me Resume Match | Citi·Mumbai

Pay not stated5–8 yrsFull-time
Apply on Match Me Resume Match | Citi's siteTrack your applications and see your fit: start free

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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

  • 5–8 yrs of experience
  • Escalation handling
  • SOP writing
  • Problem solving
  • Any graduate

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