Customer Experience Supervisor

«out Conduent 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. Job Description Job Responsibilities: - Supervise a team of Customer Service Representatives (CSRs) and Team Leads, being accessible to Manager, Team Leads and CSRs at all times. - Drive compliance to Call Center call handling procedures with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of the Call Monitoring Systems. - Manage team adherence to Conduent/Client policies and procedures and guide delivery of excellent and accurate customer service. - Conduct weekly and monthly team meetings to monitor and review individual progress and productivity with team members, communicate Call Center performance, set objectives to accomplish and maintain adherence with call metrics, policy updates and to motivate staff performance. - Possess strong oral and written communication skills, which are a requirement for this position; to effectively communicate with Managers and Client representatives during written communications, oral presentations and to clearly convey status updates, report system and procedural issues. - Actively participate in creating Call Center Standard Operating Procedure (SOPs) and training documents through having a firm grasp of good writing skills. Possess excellent customer service skills, adhere to call escalation protocols and be able to foster positive interfacing with customers while being an exemplary leader for Team Leads and CSRs. - Be proficient in Excel, with good mathematical skills, and be able to accurately perform spreadsheet-based reports processing. - Possess strong organization skills to follow through on assigned duties without prompting. - Must have a demonstrated record of excellent personal time management and accountability, as well as be dependable to open and close the CSC as needed. - Be open to operating cross-functionally to provide support to other departments. EDUCATION: - Some college and prior supervisory experience preferred. QUALIFICATIONS: - The individual in this position must have prior experience in a Closing 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