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 The role in our organisation As Team Leader you will lead and inspire your team to meet and exceed the commitments to our client daily. As well as ensuring KPIs and service levels are meet, you will motivate and inspire your Associates to perform at the highest level, in turn offering them an opportunity to grow and develop throughout their career in Conduent. The Customer Engagement Centre will build from Social Media Community Management, focusing on online presales activities, Customer Engagement, Mobility Consultancy and finally Aftersales. This multilingual centre will provide support in several European languages and extend to support further languages through innovative translation solutions. This role will lead an initial team of associates and will report to the Senior Manager for Delivery. This is an exciting opportunity to be part of a new team and play a fundamental part in its growth, development, and success. Key areas of responsibility People Management: Participating in the recruitment process and onboarding of the associates. Ensuring that the associates have all the materials needed to perform their activity. Setting goals, delegating tasks, monitoring work progress. Managing day-to-day responsibilities for a team of associates and providing operational support where necessary. Mentoring and training associates, conducting performance appraisals and preparing improvement plans. Inspiring and motivating your team and building culture of engagement. Driving innovations and development at all times. Operational Activity: Together with the team - being an advocate for the organisation, providing best in class customer experience, enhancing the brand in every interaction. Attracting new customers and ensuring existing customers are supported at every step of their journey. Ensuring that service levels and KPI’s consistently meet the client requirements. Handling customer interactions, if required. Providing associates with the required support to achieve their tasks. Building a strong relationship with the client and handling client communications and escalations as appropriate. Ensuring the guidelines and processes are followed by associates and flagging any risk through the appropriate channels. Identifying process gaps and implementing solutions with the key stakeholders. Participating in the improvement projects for the operational area. Implementing best practices and ensuring adherence to operational guidelines Providing SLA/KPI reporting to the delivery lead. Knowledge & Experience Good English skills (at least C1). Any additional language would be an advantage (German, French, Italian, Spanish). Previous supervisory experience and strong ability to coach, lead and inspire. Experience working in an BPO / outsourcing environment. Customer Experience and / or the Automotive industry would be an advantage. Excellent people management skills. Excellent analytical and decision-making skills. Good verbal and written communication skills, including rapport building through various communication channels. Good organizational and analytical skills. Solutions orientated with excellent decision-making skills. Training delivery skills Sales oriented mindset. Highly motivated, proactive, and flexible attitude. Can work to deadlines with efficiency and accuracy. Strong MS Office skills and use of bespoke systems and databases. 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