Senior Director, Contact Center Operations

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.

Senior Director, Contact Center Operations

Are you a leader who thrives on creating engaging employee experiences?

Are you a leader who has a passion for driving change?

About the Role

The Senior Director of Contact Center Operations will lead a best in class integrated, modern and sophisticated client experience where associates are empowered and fully engaged.

Responsibilities

• Designing, implementing, and a lead world class, high performing, consumer facing, customer service operations in support of Conduent’s strategy
• Partnering with the contact center operations leader to consistently achieve key business metrics (service levels, AHT, shrinkage etc.)
• Outstanding communication and interpersonal skills (verbal and written)
• Interfacing with and influencing key stakeholders and leveraging previous knowledge and expertise to achieve results.
• Guiding, influencing, and persuading others either internally, lower complexity external customers or agencies.
• Resolving client issues effectively and provide a timely solution
• Collaborating closely with the Product Management & Compliance teams to specify solutions that meet the business requirements. Builds effective working relations with the QA, Technical Services, Information Services and Account Management teams.
• Working hand in hand with Contact Center team and finance to manage the contact center operation budget.
• Demonstrating track record of developing Business strategies based on business objectives and executing programs that deliver measurable business results.

Requirements

• Have a Bachelors degree
• Have 12 years of experience or 10 years of experience with an Advanced degree
• Able to display excellent communication (written and verbal), analytical and interpersonal skills.
• Have management experience working in a contact center or production operations environment
• Possess organizational skills including the ability to plan, direct, organize, prioritize, and control business operations.
• Have excellent leadership and people and project management skills and experience
• Be able to drive and champion organizational change management

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:

• Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

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 family's 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 award-winning 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 award-winning culture and the recognition we’ve 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 company’s and your own. With more than 60,000 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!

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.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.