Job Description
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
- Conduent is expanding its Support Team, and we're looking for a Contact Center Supervisor to lead and inspire a team of customer service professionals. If you have a passion for driving operational excellence and want to be part of a dynamic work environment, we want to hear from you!
- Lead and motivate a team of 18+ customer service representatives to achieve performance targets and deliver outstanding service.
- Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements.
- Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction.
- Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development.
- Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed.
- Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience.
- Foster open communication within the team, promoting a collaborative and positive work environment.
- Requirements
- Minimum of 2 years in a supervisory role within a call center environment.
- Demonstrated commitment to delivering exceptional customer service.
- Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills.
- Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions.
- Excellent communication and interpersonal skills.
- Basic understanding of telecommunications products and services is a plus.
- Benefits
- Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.
- Retirement Savings: Supportive plans to help you secure your financial future.
- Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: A variety of opportunities to advance your career within a global company.
- Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.
- Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.
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