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Senior Supervisor, Customer Experience

Senior Supervisor, Customer Experience

Conduent Business ServicesPhilippines
27 days ago
Job description

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.
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    Customer Experience • Philippines