UNIT MANAGER - CUSTOMER SALES PHONES

The Citi brand is recognized as the prominent financial-services company in the world. Citi Cards is the largest issuer of credit cards in the United States and the most profitable business within the Global Consumer Businesses at Citigroup. Great talent, exceptional minds, and extensive skill sets. These are the things that characterize the type of employees we have at Citi Cards. Are you ready for a career with endless possibilities?

Citigroup is a company for people who want to make a difference, and who thrive in an environment of change, challenge and competition. Citigroup is an Equal Opportunity Employer M/F/D/V.


  Responsibilities:

 

?  Directly lead a team of 15-30 associates to achieve individual and team performance goals.  This includes sales in most schedules. 

?  Analyze daily performance indicators, i.e., availability and communicate them to employees, encouraging awareness and performance improvement

?  Manage various performance and productivity objectives through the use of call management system, scheduling software, payroll, adherence and other systems

?  Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer feedback

?  Create and foster a trusting and engaging work environment with a focus on employee retention 

?  Ensure a culture of accountability, integrity and respect

?  Participate in various group projects and continuous quality improvement activities

?  Participate in recruitment activities as needed

 





Education and Experience:


 


?  Direct line management experience in a call center or production environment preferred


?  Bachelors Degree or equivalent experience


?  Familiarity and understanding of financial industry preferred


 





Management Skills:


?  Proven ability to make sound business decisions


?  Strong performance management abilities


?  Solid leadership skills and ability to direct and motivate staff with integrity and ethics


?  Interpersonal skills and ability to work well in a team environment collaborating across diverse groups


?  Experience in creating and implementing processes that result in improved business performance


?  Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view


?  Superior execution skills with a focus on clear, realistic action steps and timelines


 


Technical Skills:


?  Strong analytical and problem-solving skills


?  Effective planning and organizational skills


?  Solid PC skills (Microsoft Office)


?  Project management experience preferred


 


Other:


?  Strong verbal and written communication skills


?  Continuous pattern of professional development and learning


?  Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines


?  Experience in interviewing preferred


?  Travel up to 10% of time


 


2 Open Positions


 


Multiple schedules available


1) Tuesday-Saturday 6:00 am-3:00 pm

2) Monday, Tuesday, Wednesday, Friday - 8:30 am -5:30 pm, Saturday - 8:30 am-2:30 pm

3) Week 1:Sunday, Monday, Wednesday, Thursday 1:30 pm - midnight, Week 2: Monday, Tuesday, Friday, Saturday 1:30 pm - midnight