Customer Service Team Lead — Performance & Growth

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

Job summary

Citigroup Inc. in the Philippines seeks an intermediate-level Contact Center Supervisor to lead and supervise a Customer Service team. You will delegate tasks, manage schedules, and drive service excellence while fostering continuous improvement.

The role emphasizes performance management, coaching, and escalation handling to meet TSF, CSAT, FCR, and NPS targets. Experience in banking or contact centers, plus MS Office proficiency, is required.

Qualifications

• Bachelor's degree or equivalent experience.
• English fluency mandatory; multilingual a plus.
• Minimum 4 years in customer service or contact center.
• Banking-related or team-management experience required.
• Six Sigma/Lean experience preferred.
• MS Office proficiency (advanced) is required.

Responsibilities

• Lead daily activities and workflow of a Customer Service team.
• Monitor performance and conduct regular reviews; drive improvements.
• Handle customer escalations with timely resolution and follow-up.
• Drive sales targets through upselling opportunities during interactions.
• Promote digital channels and ensure regulatory compliance.

Skills

Leadership

Communication

Problem-Solving

Interpersonal

Customer Focus

Resilience

Project Management

Work Ethic

Education

Bachelor's degree

Tools

MS Office

Job description

Citigroup Inc. in the Philippines seeks an intermediate-level Contact Center Supervisor to lead and supervise a Customer Service team. You will delegate tasks, manage schedules, and drive service excellence while fostering continuous improvement.

The role emphasizes performance management, coaching, and escalation handling to meet TSF, CSAT, FCR, and NPS targets. Experience in banking or contact centers, plus MS Office proficiency, is required.