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.

Day in the Life

Provide supervision and support of staff in a Call Center Operations (all aspects of a Call Center Operations), and Transaction Processing. Utilize Client’s business rules to respond and resolve customer inquiries and issues via telephone and correspondence, advise of any system issues, ensure contract compliance, coordinate staff coverage, perform quality assurance on work completed by staff, delinquent notices, correspondence, and transactions processed.

Monitor calls and provide coaching to staff, assist with calls overflow when needed, complete Daily and Monthly reports. Any other duties associated with the call center and Correspondence and transaction processing.

Job Basics

• Supervises the daily activities of Call Center Operations/ staff, and Correspondence and Transaction processing
• Ensure contract compliance
• Ensure Call center staff utilizes Client business rules to respond to citizens and or resolve citizens issues
• Responsible for results of the team.
• Works within established precedents and practices- Clients and system business rules.
• Analyze information to solve ongoing problems, and make recommendations for process improvements.
• Required to perform work if needed to ensure contract compliance

Functional Knowledge

• Has comprehensive understanding of a range of processes, procedures, systems and concepts within own discipline.
• Candidate will need to learn Client business rules.

Business Expertise

• Uses insights into how the team integrates, to achieve shared and individual objectives and achieve contract compliance.

Impact/ Problem Solving

• Has direct impact through responsibility for the quality of the tasks performed or services provided by the team.
• Resolves problems by identifying and selecting solutions- client and system business rules and applying technical experience and precedents.

Leadership

• Provides day-to-day supervision to a team including coaching on performance, coordinating activities, checking on quality and work progress, and ensure contract compliance
• Supervisor may manage up to 6 people but not limited to adding new employees.
• Assign duties to staff, due to low call volumes and or low volumes in correspondence processing

Interpersonal Skills

• Requires tact and diplomacy to exchange ideas and information in a concise and logical way with sound and professional supervisory practices.

Responsibility Statements

• Responsible for the delivery of the Key Performance Indicators (KPIs), and Contract compliance of the immediate team, including quality, productivity, and compliance parameters.
• Responsible for ensuring that Clients Business rules are utilized to respond to citizens and resolve issues. Complies with all client’s business rules.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements.
• Perform quality assurance on team member calls, delinquent notices, correspondence processed and transactions processed.
• Supervises the team members, identifying and addressing developmental issues, coaching opportunities, and recommending training interventions.
• Accountable for analyzing known best practices for continuous improvement.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance. Complies with all company policies and standards
• Ensure Daily and Monthly reports are completed timely
• Performs other duties as assigned

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.