Supervisor, Customer Experience

Objectives of the position

• Organize and direct representatives within your team, you will be responsible for assessing their work and give them feedback to maximize performance.

  • Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.

Functions 

• Lead by example a team of operational employees including SME’s and representatives

  • Responsible for personnel development and management of their teams 

    • Accountable to meet KPI goals both internal and external

  • Create developmental plans to drive performance by analyzing and interpreting data

  • Execute actions that aid in performance management such as monitoring and evaluating performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

  • Manage daily/weekly/monthly employee’s schedules, aligning staffing and requirements

  • Handle escalated customer contacts, diffuse complicated situations and provide resolution

  • Answer questions from representatives and provide guidance and feedback

  • Devise ways to optimize process and procedures

    • Identifying operational issues and suggesting possible improvements

  • Ensuring representatives understand and comply with all call center objectives, performance standards, and policies

  • Oversee administrative tasks such as: Vacations request, equipment status and delivery, compensation, adherence and compliance 

  • Meets with management to report the progress of the team

  • Maintains any certifications the company requires of supervisors through continuing education or advanced training

  • Gathers and compiles data/paperwork for all mangers in various topics and aids in follow ups

  • IT ticket creation and follow up

  • Handles DP request and aids in creating both the official “Acta”, as well as the backup documentation and reports needed

  • Manages Job abandonments, last contact attempts with CCR, drafts the required paperwork and reports to send to HR

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.