Supervisor, Customer Experience

Conduent

1d • $40 - $44 • Remote

About The Position

Conduent is expanding its Support Team, and we're looking for a Contact Center
Supervisor to lead and inspire a team of customer service professionals. If you
have a passion for driving operational excellence and want to be part of a
dynamic work environment, we want to hear from you!

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
[https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf].
Complete the form and then email it as an attachment to
[e-mail]
[[e-mail]]. You may also click here to access Conduent's ADAAA
Accommodation Policy
[http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf].

Requirements

• Minimum of 2 years in a supervisory role within a call center environment.
• Demonstrated commitment to delivering exceptional customer service.
• Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills.
• Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions.
• Excellent communication and interpersonal skills.

Nice To Haves

• Basic understanding of telecommunications products and services is a plus.

Responsibilities

• Lead and motivate a team of 18+ customer service representatives to achieve performance targets and deliver outstanding service.
• Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements.
• Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction.
• Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development.
• Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed.
• Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience.
• Foster open communication within the team, promoting a collaborative and positive work environment.

Benefits

• Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.
• Retirement Savings: Supportive plans to help you secure your financial future.
• Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: A variety of opportunities to advance your career within a global company.
• Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.
• Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed