This role reports to the Head of Customer Service for Commercial Cards.
The Commercial Cards business within Citibank is a growing, fast paced environment that serves some of the globes biggest corporations.
This role is responsible for the EMEA regional contact center’s and supports 20+ markets, 500+ corporations and 20 languages.
Currently the business manages the contact center in partnership with a vendor and operates out of 2 locations, in Edinburgh and Budapest.
Our aim is to place a Manager for the center in Warsaw.
The role works closely with our Customer Account Specialist managers and also our Operational teams to ensure that we provide a seamless support model from a client perspective.
Key Responsibilities :
Establish a strong partnership with the vendor ensuring that the Citi ethos and strategy is delivered by the partner.
Manage a balanced scorecard of metrics but focus particularly on quality and speed to answer.
Monitor headcount levels within the contact center and track attrition levels and recruitment lead times.
Customer satisfaction is a key driver and there is a strong need to raise the bar in respect of the corporate satisfaction levels as defined in the customer satisfaction surveys.
Deliver the technical and robotic initiatives that Citi are investing in and ensure a seamless integration into the contact center’s
Ensure that with all the technical integration, that there are back up plans and contingencies if the delivery is not maintaining the appropriate levels of customer servicing.
Support the Head of Customer Service in providing business updates and reporting to the wider Citi organization this may mean leading meetings, updating the business, providing reports, and / or pulling together data from across the customer service areas to update dashboards and prepare QBR’s
Manage all the compliance and governance associated with the contact center and the vendor management
Manage the complaints process within the contact center and support the wider complaints management process across the service organization
Manage the contact center financials and report monthly to the Head of Customer Service on the financial and headcount status
Ensure that the training and knowledge levels in the contact center remain current and that SME teams from the wider business engage the contact center periodically to update on their area.
At least 5 years of experience working within multi-lingual contact center (not necessarily at a senior management level)
Service Centre technology (ACD, IVR, KMS) and quality controls
Strong customer service skills and good empathy with people / clients
Strong understanding of resourcing / headcount formulas and productivity calculations within a multi lingual contact center
Strong English language skills both written and verbal
Good process management skills.
We offer :
Challenging job in a well-known and well-established company
Opportunity to work in a global organisation in a truly international team, supporting clients from EMEA
Full social package