Ops Support Senior Supervisor

Citi; New York (NY); Hybrid; USD 9,400 - 16,000; Full time

Job summary

Citi in Pune, India seeks an Ops Support Senior Supervisor to lead a customer service chat team, ensuring staffing, queue management, and adherence to digital policies to deliver reliable operations support.

You will drive performance metrics, coach staff, collaborate with Workforce, Technology, and QA, and oversee process improvements, escalation handling, and data-driven reporting to senior leadership.

This role requires 8+ years in customer service operations and 3+ years in people management.

Qualifications

• Bachelor's degree or equivalent experience; Master's preferred.
• 8+ years in customer service operations with 3+ years in people management.
• Adaptable in fast-paced digital environments; strong leadership and coaching ability.
• Analytical thinker with ability to interpret digital interaction data and drive decisions.
• Excellent written communication and digital etiquette; strong internal communication.

Responsibilities

• Oversee daily operations of a customer service chat team, ensuring staffing and queue management.
• Establish and monitor chat KPIs (ART, concurrent chats, chat abandonments, QA scores, FCR).
• Lead coaching and development, conduct performance reviews, and identify growth opportunities.
• Contribute to digital CS initiatives, AI/chatbot integration, and chat flow optimization.
• Drive process improvements, knowledge base integration, and reduce resolution times.
• Collaborate with Workforce, Technology, Bot team, and QA for seamless integration.
• Analyze chat data and report trends to senior management; manage complex escalations.
• Ensure compliance with internal policies and data privacy standards.

Skills

Operational Leadership

Performance Metrics

Team Coaching

Strategy Planning

Process Improvement

Stakeholder Collaboration

Data Reporting

Issue Resolution

Compliance & Risk

Project Leadership

Education

Bachelor's degree

Master's degree preferred

Tools

Chat systems

Knowledge bases

AI chatbots

MS Office

Job description

Ops Support Senior Supervisor

Job Req Id:

26950320

Location(s):

Pune, Maharashtra, India

Job Type:

Hybrid

Posted:

Apr. 08, 2026

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Job Overview

The Ops Sup Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

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.

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.

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

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.

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