The Ops Sup Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

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 recent 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 Q

📌 Ops Sup Sr Supervisor (Pune Division)
🏢 Citi
📍 Pune Division