Senior Ops Support Lead - Hybrid, Digital Chat

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

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.