Workforce and Data Analytics Manager

Citibank - More jobs by this advertiser
Workforce and Data Analytics Manager-18070416

Job Responsibilities:

  • Ensure total customer satisfaction on every call handled by team and nil escalations
  • Provide timely resolution and customer communication on escalated cases
  • Ensuring Process Efficiency by achieving nil defects and set targets of call quality
  • Motivate/Develop team members to meet and exceed unit targets on TSF, Service and Sales
  • Prepare, analyze and action on team performance MIS
  • Liaison with peers and seniors across Citi to ensure resolution of customer issues
  • To provide effective and efficient service and sales to ensure customer satisfaction
  • Leading and support a team of CitiPhone Officers to achieve the performance goals of the team and CitiPhone
  • Work with CitiPhone management team in communicating and managing day-to-day issues and liaising with customers and clients, where appropriate
  • Undertake quality call coaching and call sampling/evaluation on team members
  • Handle customer complaints and implement positive actions to resolve conflict in order to maintain the relationship and goodwill of the customer
  • Report on customer feedback to identify pro-active steps for the continued success of the business
  • Investigate and respond to external customer’s/Internal customer’s feedback and complain, to ensure proper closure to issues raise
  • Motivate and engage Customer Service Officers to deliver quality customer service standards and meet Productivity numbers (KPI)
  • Communicate performance and behavioral expectations to individual team members and provide ongoing feedback against performance goals
  • Coach, train and develop team members to effectively align team capabilities with current and future business needs
  • Drive team motivation through recognition and reward
  • Identify individual talent and retain within the business by identifying career development opportunities and learning experiences
  • Manage manpower staffing and resources to minimize any adverse impact to the business and strive to ensure adherence to compliance with policies and procedures

Skills Required:

  • Excellent Written and Oral Communication
  • Passion towards Service and Sales
  • People management skills
  • Ability to work in a dynamic environment
  • Good Comprehension Skills
  • Demonstrate proactive and positive attitude
  • Demonstrate quick and resolute decision-making
  • Ability to work with limited supervision and able to work under pressure
  • Multi tasking and ability to stretch during challenging times



  • Minimum of 24 months experience in customer service/financial services industry
  • Experience in handling escalated/priority customer calls
  • Candidates with good discipline, attendance track record, timely training attendance and completion will have better advantage

20 December 2018
Location: Singapore Singapore
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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