Customer Service Lead Analyst

• Establish a strong partnership with the vendor ensuring that the Citi ethos and strategy is delivered by the partner
• Manage a balanced scorecard of metrics but focus particularly on quality and speed to answer
• Monitor headcount levels within the contact center and track attrition levels and recruitment lead times
• Customer satisfaction is a key driver and there is a strong need to raise the bar in respect of the corporate satisfaction levels as defined in the customer satisfaction surveys
• Deliver the technical and robotic initiatives that Citi are investing in and ensure a seamless integration into the contact centers
• Ensure that with all the technical integration, that there are back up plans and contingencies if the delivery is not maintaining the appropriate levels of customer servicing
• Support the Head of Customer Service in providing business updates and reporting to the wider Citi organization – this may mean leading meetings, updating the business, providing reports, and / or pulling together data from across the customer service areas to update dashboards and prepare QBR's
• Manage all the compliance and governance associated with the contact center and the vendor management
• Manage the complaints process within the contact center and support the wider complaints management process across the service organization
• Manage the contact center financials and report monthly to the Head of CitiService Cards on the financial and headcount status
• Ensure that the training and knowledge levels in the contact center remain current and that SME teams from the wider business engage the contact center periodically to update on their area
• Ensure compliance with quality review processes aligned with the parameters provided by Citi
• Execute MCA reviews that guarantee compliance with the controls established in the internal control matrix

• At least 5 years' experience of working within multilingual contact center
• Service Center technology (ACD, IVR, KMS) and quality controls
• Strong customer service skills and good empathy with people/clients
• Strong understanding of resourcing/headcount formulas and productivity calculations within a multi lingual contact center
• Strong English language skills – both written and verbal
• Good process management skills
• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

Master's degree