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
”Know your customer” Customer Experience Supervisor in finance
Create a positive, employee-friendly culture in leading a team of remote-operating professionals supporting our clients. Have access to advanced training and coaching, excellent career opportunities, a great culture and great benefits.
Join our team as a Supervisor!
Join a team that helps clients while being a part of a supportive culture that celebrates team successes.
Role Purpose
To lead and develop your team of Customer Experience associates for optimal service within the “Know Your Customer” framework and its requirements for our financial services client. You team will handle inbound and outbound voice contacts and potentially other channels.
Key Accountabilities
- Team performance in customer satisfaction, resolution rate, handling time, schedule adherence
- Employee satisfaction, absenteeism, attrition
- Onboarding and nesting new team members
- Quality/compliance performance of the team
- Employee contract management, checking and approving hours for payout, expense approvals concerning team members
- Check, forward and chase escalated customer cases
Core Skills
- Strong leadership and motivation skills, experience with remote workforce especially appreciated
- Coaching skills and empathy
- Ability work in a modern IT environment and basic data analytical/software skills
Requirements
To be successful in this role you will:
- Have 3+ years of experience in a supervisory role in a contact center environment
- Be demonstrably familiar with local employment law and regulation
- Have a higher education diploma or equivalent experience
- Be able to successfully pass a criminal background check
- Speak English at B2 level or higher as well as native Spanish/German
- Be familiar with and culturally sensitive to US based institutions
Working with us
Join a rapidly growing organization that can support your career goals.
Working for you
What you get:
- Work-from-home flexibility
- Career Growth Opportunities
- Full Benefit Options
- Flexibility in organizing the team environment for performance
- Making impact by creating another Conduent great work environment
- Improve your coaching, management, and leadership skills
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 "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.
