Senior Supervisor, Customer Experience

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.

Primary Responsibilities:

• Provide coaching and training as needed to ensure team performance against department KPIs.
• Establish expectations and turnaround times for your group.
• Monitor workflow and operational efficiency in order to implement changes and improvements.
• Comprehensive understanding of processes and procedures.
• Analyze and respond to trends in volume fluctuation.
• Provide insight into client needs and program requirements.
• Strictly adhere to department standards of serviced accounts.
• Perform annual performance reviews and monthly performance coaching.
• Evaluates and organizes information to solve for problems and challenges.
• Work closely with Human Resources to address, resolve and document any staff related issues (i.e. employee counseling, coaching, termination, etc.).
• Participate in the interviewing and hiring process.
• Perform other tasks and special projects as requested.
• Drive you and your group in our company’s values.
• Delivers quality, productivity, and compliance KPI reports.
• Coaches and gives feedback to team members to enhance performance.
• Shares processes and business updates with the team.
• Supervises the team to identify coaching opportunities.
• Recommends training interventions when necessary.
• Outlines best practices for associate growth and improvement.
• Complies with all policies and standards.
• Performs other duties as assigned.

Skills and Qualifications:

• Minimum of (2) two years of call center, customer service, or supervisory experience.
• High School Diploma or equivalent required, bachelor’s degree preferred.
• High proficiency in MS Office (Excel, Word, etc.) required, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding and knowledge of company products, policies, and services.
• Ability to manage, coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

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.