Responsibilities:Assist day-to-day operations of the call center area to ensure smooth workflow and to achieve predetermined goals.Assist manager with coaching a team of approximately 35-45 representatives in a manner that ensures high-quality customer care, focused on building and retaining valuable customer relationships and committed to the delivery of value-added products and services. This includes efficient allocation of resources, goal setting, forecasting, and flexibility to manage changes.Build effective and strong teams committed to delivering world-class customer care and achieving organizational goals.Accurately assess strengths and development needs of employees, including timely and specific feedback and performance management. Initiate and develop relationships with others throughout the business unit and the company to identify and understand customer and business needs. Create and foster a trusting and engaging work environment.Ensure a culture of accountability, integrity, and respect.Identify and analyze escalated problems and provide guidance to team members for resolution.Negotiate solutions and act as a liaison with internal and external customers when necessary.Monitor, research, and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations.Perform other job-related duties as assigned.Fulfilling clients' necessities while providing an exceptional client experience is the expected behavior from all employees and will be measured by specific metrics.Qualifications:Strong communication skills.Solid PC skills.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 build relationships.Education:Job Family: Core CollectionsTime Type: Full timeCiti is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.View the EEO is the Law poster. View the EEO is the Law Supplement.#J-18808-Ljbffr