Conduent Supervisor, Customer Care and Workforce in Columbia, South Carolina

Supervisor, Customer Care and Workforce

Description

Description

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

PURPOSE OF POSITION :

To develop, implement and maintain the delivery of world-class service including quality assurance, client services and workforce management ensuring departmental objectives are met.

RESPONSIBILITIES:

  • Assesses and evaluates current team competencies to develop a baseline of service opportunities

  • Assist Manager in efforts to refine Service Center measures and tracking systems for program improvement.

  • Analyzes and resolves customer service escalation issues.

  • Monitors and completes required weekly Quality Assurance

  • Reviews and completes daily Quality Assurance on referrals generated for selected audits

  • Supervises a service center team providing leadership, direction, and support. Monitors and works to improve on team’s performance against department metrics.

  • Monitors workloads and status; supports colleagues by providing guidance on handling complex issues and provides guidance, leadership and motivation to promote maximum performance.

  • Works with department leadership to develop, implement and monitor staff development plans with a focus on overall customer service skills.

  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Maintains adherence (attendance, punctuality, use of AUX time).

  • All other duties as assigned EDUCATION/SKILL/EXPERIENCE REQUIREMENTS:

  • College degree or equivalent work experience

  • Preferred 2 years call center experience in a leadership role preferred.

  • Strong customer service skills including call center client processes and procedures

  • Excellent team coaching, training, facilitation and developmental skills

  • Analytical and interpretive skills

  • Ability to work in a team environment PHYSICAL REQUIREMENTS: Position requires sitting for long periods of time and considerable handling of paperwork, telephones, as well as keyboarding requiring repetitive motions with fingers.

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, sex, marital status, sexual orientation, physical or mental disability, 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 or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Customer Care

Primary Location United States-South Carolina-Columbia

Organization Government

Unposting Date Ongoing

Req ID: 18012365