Supervisor, Customer Experience - 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.

Conduent is seeking a Supervisor, Customer Experience to work in our Ridgeland, Mississippi office.

MAJOR POSITION RESPONSIBILITIES:

• Manages teams of 10 or more people. 
• Provides direction, coaching and structure to team members relative to the accomplishment of contractually mandated Service Level Agreement (SLAs).
• Prioritize staffing assignments to accomplish daily goals.
• Generates financial reporting.
• Facilitate payroll reporting in an accurate and timely manner.
• Manages PTO scheduling and team member performance.
• Communicates with upper management, stakeholders, and clients.
• Recommend process improvements to gain efficiencies.
• Coordinates employee training and development.
• Ensures that company data Security and privacy policies are followed.
• Participates in customer meetings/calls.
• Ensures best business practices - standard business policies.
• Maintain a visible presence on the call center floor.
• Provide direction to team members in resolving problems which arise with internal or external customers.
• Provide coaching and education to agents as needed.
• Collaborate with Manager, Team Lead, and other Subject Matter Experts (SMEs) to discuss. and document areas of call center representatives' performance and needed training, process workflow, concerns, etc. and recommend improvements.
• ​Respond to first level requests for a Supervisor and resolve the escalated issues when possible.
• Document and track escalations and resolutions.
• Produce monthly reports regarding coaching sessions and call volume trends, etc. as requested by upper management.
• Direct call center representatives on how to locate necessary information to properly handle calls.
• Proactively identify and recommend to management new solutions to drive efficiencies, accuracy, and productivity of call center employees.
• Ensures productivity meets or exceeds service and quality standards. 
• Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching. 
• Provides guidance, leadership and motivation to promote maximum performance. 
• Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective. 
• Assist with up training and learning/development. 
• Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.

QUALIFICATIONS:

• College degree preferred or 5 years of prior experience working in a fast-paced production-oriented environment.
• Experience with Title XIX or XXI healthcare programs, including Medicaid, Medicare, or Commercial Healthcare.
• Excellent organizational and interpersonal skills.
• Must be able to work independently as well as part of a team.
• Critical thinking skills.
• Proven problem-solving Analytical skills.
• Flexibility and ability to handle varied functions/conflicting demands.
• Detail orientation and strong organizational skills.
• Maturity of judgment under pressure/ability to resolve problems in a timely, effective manner.
• Ability to work the necessary hours to ensure the success of the team, department and account.

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 "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community.  For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.