Supervisor, Customer Experience

📋 Description

• Lead, mentor, and develop a team of 30–45 remote associates to achieve and surpass performance objectives.

• Monitor, manage, and ensure adherence to daily and monthly Service Level Agreements (SLAs).

• Act as the primary escalation point for operational and customer-related issues, ensuring prompt resolution.

• Ensure compliance with company policies, procedures, and relevant regulations; administer corrective actions as necessary.

• Collaborate with leadership, vendors, and client stakeholders to align on objectives and service expectations.

• Oversee talent management processes such as hiring, onboarding, performance evaluations, and terminations.

• Analyze performance data to identify trends, mitigate risks, and implement strategies for improvement.

• Prepare and present regular reports on team performance and key metrics to senior leadership.

• Work with senior management on budgeting, resource planning, and operational initiatives.

• Utilize internal systems and reporting tools to proactively identify concerns and drive solutions.

• Assist with additional projects and initiatives as assigned.

⛳️ Requirements

• High school diploma.

• Previous experience as a Call Center Supervisor or in a comparable leadership position.

• Excellent communication skills, including interpersonal, verbal, and written abilities.

• Demonstrated capability to resolve operational challenges and manage escalations effectively.

• Proficiency in Microsoft Office (Excel, Word, Teams) and general computer systems.

• Must live within one hour's drive of Des Moines, Iowa.

• 3+ years of supervisory experience in a call center (preferred).

• Bachelor’s degree (preferred).

• Experience in the healthcare sector (preferred).

🏝️ Benefits

• Health and Welfare Benefits: Our health and welfare benefits can be customized to meet you and your family's needs and commence on the first day of employment.

• Retirement Savings: We will assist you in saving for your future.

• Employee Discounts: We provide access to a wide range of global, national, and local discounts on products, services, travel, and more.

• Career Growth Opportunities: We support your growth, enabling us to expand together. We offer opportunities to advance your career across a diverse portfolio of businesses with a global presence.

• Paid Training: Earn while you learn and continue to develop with access to award-winning learning platforms throughout your Conduent career.

• Paid time off: We offer appealing paid time off packages designed for you to enjoy life outside of work.

• Great Work Environment: We take pride in our award-winning culture and the recognition we have received for our diversity initiatives.