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Senior Supervisor, Customer Experience

4 months ago

Pasay, National Capital Region, Philippines Conduent Business Services Philippines, Inc. Full time

Through our dedicated team members, Conduent provides essential services for top companies and governments, delivering outstanding results for our clients and the people they serve. Join us and thrive in a supportive culture that values individuality every day.


Job Track Description:

  • Supports team members in achieving objectives.
  • Handles performance evaluations and salary reviews.
  • Oversees training for a group of 3 or more employees.
  • Manages recruitment and dismissal processes.
  • Demonstrates broad technical knowledge and industry insight.
  • Responsible for functional, operational, and/or program management.

General Profile

  • Supervises daily tasks of complex business, technical support, or production teams.
  • Sets team priorities to ensure timely completion of tasks.
  • Coordinates work activities with other supervisors.
  • Makes decisions based on policies, procedures, and business strategies.
  • Receives guidance from a manager.
  • Capable of independent work.

Functional Knowledge

  • Demonstrates understanding and application of field-specific concepts.
  • Possesses basic knowledge in other related areas.

Business Expertise

  • Knows how to enhance efficiency across interconnected teams.

Impact

  • Influences the quality and effectiveness of the team and its role within the subfunction.

Leadership

  • Establishes priorities for employees and provides guidance to meet daily deadlines.

Problem Solving

  • Addresses daily technical and operational challenges.

Interpersonal Skills

  • Communicates clearly to exchange information and handle sensitive matters effectively.

Responsibility Statements

  • Produces quality, productivity, and compliance performance reports.
  • Coaches frontline supervisors and tier 2 or 3 agents to enhance their performance.
  • Updates the team on processes and business developments.
  • Reviews best practices for continuous enhancement.
  • Analyzes performance data and implements improvements.
  • Engages with clients for regular updates on business matters.
  • Performs additional assigned duties.
  • Adheres to all policies, procedures, and standards.

Conduent is an Equal Opportunity Employer that considers all applicants regardless of race, color, religion, national origin, gender identity, marital status, disability, veteran status, or other characteristics protected by law.