Senior 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.

Job Track Description:

• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.
• Requires broad technical expertise and industry knowledge.
• Is accountable for functional, operational, and/or program management.

General Profile

Supervises daily tasks of complex business, technical support, or production teams. Sets team priorities to ensure timely completion. Coordinates work activities with other supervisors. Makes decisions based on policies, procedures, and business plans. Receives guidance from manager. Able to perform work unsupervised.

Functional Knowledge

Understands and applies concepts in the field of expertise. Has basic knowledge of other disciplines.

Business Expertise

Understands how to improve efficiency across related teams.

Impact

Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

Sets priorities for and instructs employees to meet daily deadlines.

Problem Solving

Resolves day-to-day technical and operational problems.

Interpersonal Skills

Uses clear communication skills to exchange information and handle sensitive issues.

Responsibility Statements

• Delivers quality, productivity, and compliance KPI reports.
• Coaches front-line supervisors and tier 2 or 3 agents to enhance performance.
• Gives processes and business updates to the team.
• Examines known best practices for continuous improvement.
• Reviews performance statistics and addresses improvements.
• Engages with the client for regular business updates.
• Performs additional duties as assigned.
• Complies with all policies, procedures and standards.

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. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.