Customer Service Lead Analyst (Bogotá)

The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities

• 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 cente...