Ops Support Senior Supervisor

Citi; Pune District; On-site; INR 2,400,000 - 3,200,000; Full time

Job summary

Citi in Pune, India, is seeking an experienced Operations Leader to oversee a digital customer service team, ensuring excellence in chat interactions and policy adherence across channels.

The role emphasizes data-driven management, coaching, and cross-functional collaboration with Workforce Management, Technology, and QA to optimize KPIs and introduce AI-enabled chat improvements while elevating customer experience.

Qualifications

• Bachelor’s degree or equivalent experience; Master’s degree preferred.
• 8+ years in customer service operations with 3+ years in people management.
• Ability to thrive in a fast-paced, tech-driven environment and manage multiple digital priorities.
• Strong leadership, motivation, and coaching abilities with track record of building high-performing teams in digital settings.
• Excellent analytical and problem-solving skills with ability to interpret digital data and trends.
• Exceptional written communication with keen understanding of brand voice in digital contexts.
• Proficiency in chat management, knowledge bases, and AI/chatbot technologies; strong MS Office skills.

Responsibilities

• Oversee daily operations of customer service chat teams, ensuring staffing and queue management.
• Set and monitor chat KPIs (ART, concurrent chats, abandonment, QA scores, FCR).
• Coach and develop team members; conduct regular performance reviews.
• Contribute to digital service strategy, AI/chatbot integration, and process improvements.
• Identify chat ops improvements; implement best practices and knowledge base integration.
• Collaborate with Workforce Management, Technology, Bot team, and QA for seamless integration.
• Analyze chat data, generate reports, and provide insights to senior management.
• Escalate complex issues and ensure timely resolution while upholding standards.
• Ensure compliance with policies, regulations, and data privacy requirements.
• Lead projects to enhance chat platforms and cross-channel integrations.

Skills

Team leadership

Analytics

Written communication

Digital channels

Strategic planning

Stakeholder collaboration

Problem-solving

Education

Bachelor’s degree

Master’s degree

Tools

Chat management systems

Knowledge base systems

Microsoft Office

Job description

Key Responsibilities:

• Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
• Performance Management: Establish, monitor, and achieve critical chat-specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Quality Assurance (QA) scores for written interactions, and First Contact Resolution (FCR) in digital channels. Develop and implement strategies to enhance these metrics.
• Team Development & Coaching: Lead, coach, and mentor team members focusing on effective written communication, tone, multi-tasking skills in a chat environment, and efficient use of chat tools and resources. Conduct regular performance reviews and identify development opportunities.
• Strategy & Planning: Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.
• Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g., template usage, knowledge base integration), and reduce resolution times. Drive continuous improvement based on data analysis and customer feedback.
• Stakeholder Collaboration: Collaborate with cross-functional teams such as Workforce Management, Technology, Bot team and Quality Assurance to ensure seamless integration of chat channels and alignment with overall business goals.
• Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance. Provide actionable insights and recommendations to senior management for strategic decision‑making.
• Issue Resolution: Serve as an escalation point for complex or sensitive customer issues encountered via chat, ensuring timely and effective resolution while upholding service standards.
• Compliance & Risk Management: Ensure all chat operations comply with internal policies, industry regulations, and legal requirements pertaining to digital communication and data privacy. Identify and mitigate potential operational risks.
• Projects & Initiatives: Lead and participate in various projects and initiatives aimed at enhancing the chat platform, introducing new features, improving agent tools, or integrating with other digital channels to elevate the overall digital customer experience.

This job description provides a high‑level review of the types of work performed. Other job‑related duties may be assigned as required.

Qualifications:

• Education: Bachelor’s degree/University degree or equivalent experience. Master’s degree preferred.
• Experience: Minimum of 8+ years of progressive experience in customer service operations, with at least 3+ years in people manager role in customer service teams.
• Adaptability: Ability to thrive in a fast‑paced, technology-driven environment and manage multiple digital priorities effectively.
• Leadership Skills: Strong leadership, motivational, and coaching abilities, with a track record of developing high‑performing teams in a digital context.
• Analytical Skills: Excellent analytical and problem‑solving skills, with the ability to interpret digital interaction data, identify trends, and make data‑driven decisions.
• Communication: Exceptional written communication skills, with a keen understanding of digital communication etiquette, brand voice, and clarity. Strong verbal communication for internal leadership.
• Technical Proficiency: Proficient in chat management systems, knowledge base systems, and familiarity with AI/chatbot technologies. Proficient in Microsoft Office Suite.

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

Full time

Most Relevant Skills:

Please see the requirements listed above.

Other Relevant Skills:

For complementary skills, please see above and/or contact the recruiter.

Equal Opportunity Statement

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. View Citi’s EEO Policy Statement and the Know Your Rights poster.