Supervisor, Customer Experience

«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 The Call Center Supervisor will work in a contact center that is open seven days a week from 6 am to 6 pm and will be needed to work the opening OR closing shift with either Friday/Saturday OR Sunday/Monday off. Principal Duties & Responsibilities: Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. Sets performance expectations with the review staff. Sets team goals, measure performance to goal and manage teamwork load. Monitor calls for quality to ensure compliance with established standards and performance effectiveness. Conduct performance appraisals annually monthly. Responsible for staffing and hiring. Maintain current employee records on direct reports. Review statistics daily and provide constructive feedback. Provide Subject Matter Expertise. Ensure training needs of subordinates are met. Modify Operations as needed to meet service level agreements under supervision of Eligibility Review Manager. Successfully complete all client related training. Resolve escalated customer issues. Hold team meetings on a regular basis with direct reports. Communicate all process and client changes to direct reports within specific timeliness. Conduct cross department calibration meetings to identify areas for potential performance and process improvement and project manage enhancements requirements. Skills and Qualifications: Prior supervision experience. Excellent interpersonal and organizational skills. Customer service orientation. Strong conflict resolution skills. Excellent verbal and written skills. Strong leadership skills, willingness to coach/develop staff and ability to resolve conflicts in a cordial manner. Proficiency in Excel and Word; Access skills a plus. 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