Customer Service Operations Supervisor

Citigroup; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Citigroup is seeking an experienced Contact Center Supervisor to lead and optimize daily customer service operations. You will delegate tasks, monitor performance, and drive an environment of excellent service delivery while focusing on continuous improvement.

The role requires managing schedules, coaching staff, handling escalations, and ensuring the team meets targets for CSAT, TSF, FCR, and NPS. Banking experience and process improvement mindset are a plus.

Qualifications

• 4+ years of relevant experience in customer service or contact center environment.
• Banking-related or team management experience is preferred.
• Six Sigma, Lean, or reengineering methodologies are preferred.
• Knowledge of Citi product suites is an advantage.
• Expert-level proficiency in MS Office.

Responsibilities

• Supervise the daily activities and workflow of a Customer Service team.
• Allocate work, manage schedules, and plan for team leave to ensure optimal coverage.
• Monitor attendance, punctuality, and adherence to schedules; follow up on lateness.
• Participate in hiring and onboarding of new staff; act as backup manager when needed.

Skills

Leadership

Communication

Problem-Solving

Interpersonal

Customer Focus

Resilience

Project Management

Work Ethic

Education

Bachelor's degree

Tools

MS Office

Job description

Citigroup is seeking an experienced Contact Center Supervisor to lead and optimize daily customer service operations. You will delegate tasks, monitor performance, and drive an environment of excellent service delivery while focusing on continuous improvement.

The role requires managing schedules, coaching staff, handling escalations, and ensuring the team meets targets for CSAT, TSF, FCR, and NPS. Banking experience and process improvement mindset are a plus.