Supervisor, Customer Experience

Key task & result areas:
(Human side) 

Responsible for job performance and general development of each team member: 

✓ Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements 

✓ Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively 

✓ Periodically reviewing personal development by means of mutual discussion and recording of personal development 

✓ Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively 

✓ Chasing team members about their mandatory training and tests/verification progress 

✓ Having regular team meetings and organising team building activities 

✓ Taking care of HR/Recruitment processes for the team together with HR/Recruitment. 

Relationship management: 

✓ Managing expectations of internal customer and stimulate corporation ✓ Increasing satisfaction level of internal customer 

✓ Dealing with complaints and dissatisfaction in regard to the area of responsibility or share dissatisfaction items outside the own area of responsibility with the appropriate counterpart within the organization 

(Product side) Development and continuous improvement of agents and activities in favor of Operations, in such a way that optimum service, support and performance is delivered: 

✓ Support and enable the development, optimizing and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility 

✓ Continuous improvement aiming for a more efficient and effective way of working in regard to the areas of responsibility 

✓ In charge of troubleshooting and problem solution 

✓ Performs all other duties as assigned 

Social interaction: 

The Operations Supervisor performs various activities in close consultation and collaboration with other members of the onshore, offshore teams and mainly with his reports (directing) and manager (reporting). Additions: A good knowledge and experience of the Operations process (particular the area of responsibility), customer care organizations and general call center processes, communication skills on different levels and coaching skills are required and essential for this position

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.