Supervisor, Customer Experience
Supervisor, Customer Experience
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$ 55 - 65
1 Vacancy
Job Description
Reporting to the Site Operations Manager the Call Center Supervisor is responsible for the supervision of Call Center Staff. In this role you will work in collaboration with Operations Management the Trainers and Quality Assurance to ensure staff meet contract requirements as they relate to call handling customer service and accuracy. Additionally you will bring forward innovative strategies for continuous operational improvements that increase staff productivity accuracy and efficiency.
Responsibilities
- Maintain accountability and responsibility for ensuring unit performance meets service level agreements specified in the contract with the Client.
- Monitor staff performance daily to ensure all contract requirements and corporate standards are met.
- Monitor performance and make recommendations to theOperations Manager for operational adjustments.
- Possess the ability to write and develop policies and procedures when needed.
- Serve as a Call Center SME (Service Matter Expert).
- Evaluate progress toward individual performance objectives and coach staff on job expectations. Provide staff with timely feedback on performance deficiencies. Including coaching and formal disciplinary actions.
- Independently take the initiative to address deficient areas of staff performance. This includes but is not limited to Productivity Quality and Attendance.
- Effectively listen and communicate clearly and precisely to internal and external clients. Consistently meet customers needs.
- Act as a liaison with theClient and other Business partners to identify and resolve issues and barriers within the process.
- Assist with recruitment and training.
- Ensure that time sheets are accurately submitted and approved in a timely mannerto payroll for processing.
Requirements
- Minimum of two years of call center experience in a supervisory/leadership role.
- Proficiency with theMS Office Suite.
Preferred
- Bachelors Degree.
Flexible Working
At Conduent we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role you can expect the following working conditions:
- Onsite work: Work in our local office receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.
Working For You
Perks and rewards designed for you:
- Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your familys needs and start on the first day of employment.
- Retirement Savings: We will support you as you save for your future.
- Employee Discounts: We offer you access to a vast selection of global national and local discounts on merchandise services travel and more.
- Career Growth Opportunities: We help you thrive so together we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to awardwinning learning platforms throughout your Conduent career.
- Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
- Great Work Environment: We are proud of our awardwinning culture and the recognition weve received for our diversity efforts.
Join Us
At Conduent we are one team one mission. We understand that our success is directly related to the success of our associates.
We strive to create a culture where you can:
- Bring your authentic self to work
- Grow and thrive both personally and professionally
- Make a difference with our clients in our communities and with the millions of people we support
When you join Conduent you are engaged in creating the future both our companys and your own. With more than 60000 associates across 24 countries we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
Pay Transparency Laws in some locations require disclosure of compensationrelated information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and performance. In addition to base pay this position based on business need may be eligible for a bonus or incentive. In addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation or sick approximate compensation for this position is $5565k annually.
Required Experience:
Manager
Employment Type
Full-Time
