**Responsibilities**:
Constant monitoring of work volumes to achieve operational metric targets by managing and balance incoming workload with available staff. Provide effective assistance in escalations and root cause analysis based on data analytics and ensure timely and comprehensive visibility of issues and incidents to management.
Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge to increase customer satisfaction and minimize any possible risks.
Required to solve complex inquiries by investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations, and working with other support pillars to fulfill the request.
Assure that all the information required to solve the different employee's inquires is available and up to date and provide the require trainings to the generalist.
**Requirements**:
- ** Advance Portuguese**:
- High school diploma required
- MS Office (Excel, Power Point, Word, Outlook)
- Analytical and problem-solving skills.
- Consistently demonstrates clear written and verbal communication skills
- Adaptable to change
- Managing Diversity & Cross-Cultural Understanding
- Conflict management
- Negotiation
- Ability to teach and mentor
- Relationship building (or team building)
- Critical Thinking
- Time management
- Delegation
**Desirable**:
- English
- Customer service previous experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- **Job Family Group**:
Human Resources
- **Job Family**:
HR Advisors & Generalist
- **Time Type**:
Full time
- 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.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting