Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.
Chat Operations Manager is responsible for leading and optimizing the performance of customer service team focused on chat interactions. This role drives the achievement of key digital customer service indicators (KPIs), ensures efficient handling of chat volumes, and maintains a consistently high-quality customer experience across all chat channels. The manager will lead, develop, and mentor their agents, implement strategic initiatives for chat operations, and foster a culture of digital excellence and continuous improvement.
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 10+ years of progressive experience in customer service operations, with at least 6+ years in a leadership role managing customer service team (people manager)
- 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.
Desired Attributes:
- Strategic thinker with an ability to anticipate future trends in digital customer service.
- Proactive and results-oriented with a strong sense of ownership over digital channels.
- Ability to inspire and influence others towards achieving digital excellence.
- High level of integrity and professionalism.
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Job Family Group:
Operations - Core
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Job Family:
Operations Support
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Time Type:
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
