The Service Analyst 2 is an intermediate position responsible for workflow analysis of departmental systems, workforce and procedures in coordination with the Customer Service function. The overall objective is to ensure accurate reporting and compliance across all product lines.

Responsibilities:

• Design and analyze moderately complex reports to satisfy management requirements
• Write specifications for new report programs, spreadsheets and other devices to produce reports
• Develop and prepare reports and records relating to a particular project
• Provide basic assistance within a specific section of the company's customer service function
• Develop and maintain working knowledge of industry practices and standards
• Recommend appropriate actions to resolve identified problems, as needed
• Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
• Appropriately 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.

Qualifications:

• 0-2 years of experience in a related role
• Basic level of experience in a related role (combination of education/experience)
• Ability to exchange information in a clear and concise way
• Effective verbal and written communication skills
• Demonstrated ability to remain unbiased in a diverse working environment

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Objetivo

Incrementar y mantener el volumen de ventas de los productos en Cotact Center
Coordinar agenda de Sales coach.
Asegurar que el plan de acción se ejecute con apego los planes de acción.
Identificar desviaciones en plan de acción e implementación.
Medición de desempeño de sales coach y ejecutivos de ventas.

Funciones

Coordinar actividades de sales coach en piso, dinámica, capacitación entre otros.
Dar seguimiento a plan de acción, coordinando, dando seguimiento y recalibrando las actividades a implementar 
Coordinar que Sales Coach tengan acceso a todas las herramientas y servicios necesarios para llevar a cabo su función 
Análisis de resultados diarios, realizando comparaciones de tendencias.
Realizar escalamiento de hallazgos
Reporte diario de resultados, coordinando la información.
Coordinación e capacitación para Sales coach y Operación
Coordinación de información para presentaciones con diferentes áreas.
Extracción y análisis de KPI's
Coordinación de estrategias de reconocimientos

Habilidades
Análisis
Coordinación de equipos
Proactivo
Empatía
Creativo
Comunicación efectiva
Enfoque al cliente 
Orden / Limpieza
Aprendizaje rápido
Liderazgo de equipos
Resolución de problemas
Alto nivel de Excel
Análisis de datos
Conocimientos técnicos en manejo de ventas

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Citi 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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If 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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

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