Customer Service Lead Analyst

Customer Service Lead Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community, and make a real impact.

Job Overview

The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. Responsibilities include:

• Establishing a strong partnership with the vendor ensuring that the Citi ethos and strategy is delivered by the partner.
• Managing a balanced scorecard of metrics but focusing particularly on quality and speed to answer.
• Monitoring headcount levels within the contact center and tracking 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.
• Delivering the technical and robotic initiatives that Citi are investing in and ensuring a seamless integration into the contact centers.
• Ensuring that with all the technical integration, there are back up plans and contingencies if the delivery is not maintaining the appropriate levels of customer servicing.
• Supporting 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.
• Managing all the compliance and governance associated with the contact center and the vendor management.
• Managing the complaints process within the contact center and supporting the wider complaints management process across the service organization.
• Managing the contact center financials and reporting monthly to the Head of CitiService Cards on the financial and headcount status.
• Ensuring 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.
• Ensuring compliance with quality review processes aligned with the parameters provided by Citi.
• Executing MCA reviews that guarantee compliance with the controls established in the internal control matrix.

Qualifications include:

• At least 5 years’ experience of working within multilingual contact center (not necessarily at a senior management level)
• Service Center 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 multilingual contact center
• Strong English language skills – both written and verbal
• Good process management skills

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi and view Citi’s EEO Policy Statement and the Know Your Rights poster.