Supervisor, Customer Experience
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Job Description
Lead and develop a remote customer experience team at Conduent, overseeing SLAs and performance. Ensure operational excellence and maintain service quality for positive customer experiences.
Responsibilities:
- Lead, coach, and develop a team of 30–45 remote associates to meet and exceed performance goals
- Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs)
- Serve as the primary escalation point for operational and customer issues, ensuring timely resolution
- Ensure compliance with company policies, procedures, and applicable regulations; administer corrective actions as needed
- Partner with leadership, vendors, and client stakeholders to align on goals and service expectations
- Oversee talent management processes, including hiring, onboarding, performance reviews, and terminations
- Analyze performance data to identify trends, mitigate risks, and implement improvement strategies
- Prepare and deliver regular reporting on team performance and key metrics to senior leadership
- Collaborate with senior management on budgeting, resource planning, and operational initiatives
- Leverage internal systems and reporting tools to proactively identify areas of concern and drive solutions
- Support additional projects and initiatives as assigned
Requirements:
- High school diploma
- Prior experience as a Call Center Supervisor or in a similar leadership role
- Strong communication skills, including interpersonal, verbal, and written
- Proven ability to resolve operational challenges and manage escalations effectively
- Proficiency with Microsoft Office (Excel, Word, Teams) and general computer systems
- Must reside within one hour driving distance of Des Moines, Iowa
- 3+ years of call center supervisory experience (preferred)
- Bachelor’s degree (preferred)
- Experience in the healthcare industry (preferred)
Benefits:
- Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
- Retirement Savings: We will support you as you save for your future.
- Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
- Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
- Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
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