About this role
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.
Objectives of the position
• Organize and direct representatives within your team, you will be responsible for assessing their work and give them feedback to maximize performance.
• Assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
Functions
• Lead by example a team of operational employees including SME’s and representatives
• Responsible for personnel development and management of their teams
• Accountable to meet KPI goals both internal and external
• Create developmental plans to drive performance by analyzing and interpreting data
• Execute actions that aid in performance management such as monitoring and evaluating performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Manage daily/weekly/monthly employee’s schedules, aligning staffing and requirements
• Handle escalated customer contacts, diffuse complicated situations and provide resolution
• Answer questions from representatives and provide guidance and feedback
• Devise ways to optimize process and procedures
• Identifying operational issues and suggesting possible improvements
• Ensuring representatives understand and comply with all call center objectives, performance standards, and policies
• Oversee administrative tasks such as: Vacations request, equipment status and delivery, compensation, adherence and compliance
• Meets with management to report the progress of the team
• Maintains any certifications the company requires of supervisors through continuing education or advanced training
• Gathers and compiles data/paperwork for all mangers in various topics and aids in follow ups
• IT ticket creation and follow up
• Handles DP request and aids in creating both the official “Acta”, as well as the backup documentation and reports needed
• Manages Job abandonments, last contact attempts with CCR, drafts the required paperwork and reports to send to HR