{"id":3168325,"url":"https://alion.io/job/citi-service-supervisor","title":"Service Supervisor","company":{"id":7841,"name":"Citi","domain":"citi.com","url":"https://alion.io/company/citi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":500,"ghost_share":0.006,"stale_share":0.132,"repost_share":0.074,"time_to_fill_p50_days":10,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6902},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-23T17:58:08Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-29T03:33:42Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Contact Center Supervisor is an intermediate-level position responsible for leading and supervising the daily workflow of a Customer Service team. The primary objective of this role is to delegate tasks, manage team performance, and ensure that individual and group goals are met, all while fostering an environment of outstanding customer service and continuous improvement.\nKey Role Responsibilities\nTeam Leadership & Management\nSupervise the daily activities and workflow of a Customer Service team.\nAllocate work, manage schedules, and plan for team leave to ensure optimal coverage and team availability.\nMonitor and manage team attendance, punctuality, and adherence to schedules, including follow-ups on lateness.\nActively participate in the hiring and onboarding of new staff.\nServe as a backup manager as needed to ensure seamless operations.\nPerformance & Quality\nMonitor and manage both team and individual performance levels in line with agreed-upon business objectives.\nEvaluate team member performance, conduct monthly reviews and yearly appraisals, and provide recommendations for pay increases, promotions, performance improvement plans (PIPs), or termination.\nEnsure the entire team meets performance and quality expectations and is responsible for end results.\nProvide on-the-job coaching, training, and feedback to support the growth and development of team members.\nRecommend and implement new work procedures to enhance efficiency and quality.\nMake evaluative judgments to solve problems based on factual information, precedent, and technical experience.\nCollectively responsible for resolution & closure of all URN / ESMS that are raised under their ID and/ or Citiphone within agreed TAT.\nEnsure excellence in knowledge of self and CPO. \nFollow up on open cases to ensure TAT is not breached\nSuggest and implement process improvement to increase FCR through CPO empowerment\nManage the real-time feedback process ensuring business problems are immediately highlighted by the Team and appropriate action is taken.\nCustomer Experience & Escalations\nOversee and perform customer service activities, including resolving a variety of issues that may have a broader organizational impact.\nHandle customer escalations effectively, ensuring timely resolution and follow-up (close looping).\nWork closely with the Customer Experience and Quality teams to maintain and enhance service excellence.\nDrive the team to meet targets for Telephone Service Factor (TSF), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Net Promoter Score (NPS).\nSuggest and implement process improvements to increase FCR through team empowerment.\nSales & Growth\nDrive the team to meet sales targets through effective lead generation and identifying upselling opportunities during customer interactions.\nDigitization & Compliance\nEnsure the team promotes digital channels in all customer interactions where appropriate.\nMonitor and drive key performance indicators related to digital adoption.\nAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.\nRequired Qualifications and Skills\nExperience & Knowledge\nA minimum of 4 years of relevant experience in a customer service or contact center environment.\nPrevious experience in a banking-related or team management role is required.\nExperience with Six Sigma, Lean, or reengineering methodologies is preferred.\nKnowledge of Citi product suites is an advantage.\nExpert-level proficiency in MS Office.\nSkills & Competencies\nLeadership: Strong team management, coaching, and people-development skills.\nCommunication: Excellent verbal and written communication and presentation skills.\nProblem-Solving: Strong analytical skills with a proven ability to creatively solve problems and think outside the box.\nInterpersonal: Effective influencing, relationship management, and conflict resolution skills.\nCustomer Focus: Extremely customer-centric with a passion for delivering service excellence.\nResilience: Ability to properly adapt to stress, adversity, and a changing environment.\nProject Management: Proficient project management abilities to handle multiple priorities.\nWork Ethic: Strong work ethic with a collaborative, team-player attitude.\nMinimum Requirements\nEducation: Bachelor's/University Degree or equivalent experience.\nLanguage: Fluency in English is mandatory. Multilingual capabilities are a plus.\nAvailability: Must be open to working in various shifts as required by the business.\nThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.\n------------------------------------------------------\nJob Family Group:\nCustomer Service------------------------------------------------------\nJob Family:\nService------------------------------------------------------\nTime Type:\n------------------------------------------------------\nMost Relevant Skills\nPlease see the requirements listed above.------------------------------------------------------\nOther Relevant Skills\nFor complementary skills, please see above and/or contact the recruiter.------------------------------------------------------\nCiti is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.\nIf you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.\nView Citi’s EEO Policy Statement and the Know Your Rights poster.","description_format":"text","description_chars":6159,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Wealth Management & Financial Advisors","Payment Processing & Gateways","Investment Banking & M&A Advisory"],"lifecycle":[{"event":"open","at":"2026-10-23T17:58:08Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.872,"p_room":0.9,"age_days":5,"expected_fill_days":10,"reasons":["conf:2","velocity","win:mid","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/citi-service-supervisor","json_url":"https://alion.io/job/citi-service-supervisor.json","meta":{"generated_at":"2026-10-29T07:58:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12185,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7841},"rest":"https://alion.io/mcp/rest/get_company?id=7841"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciti-service-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciti-service-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciti-service-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/citi-service-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciti-service-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3168325}},{"tool":"search_jobs","arguments":{"company":"citi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3168325},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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