![Conduent Business Services Philippines, Inc.](https://assets.phenompeople.com/CareerConnectResources/pp/COJCONUS/images/job_logo_config-1668601016431.jpg)
Manager, Customer Experience
2 weeks ago
Through our dedicated team, Conduent provides essential services for leading companies and numerous governments, generating remarkable results for our clients and the people they serve. Join us and be part of a culture that celebrates individuality and recognizes your impact.
Job Track Description:
- Supports team members in reaching objectives
- Handles performance evaluations and compensation assessments
- Oversees training for a team of three or more
- Manages recruitment and termination processes
- Demonstrates broad technical knowledge and industry expertise
- Responsible for program management tasks
General Profile
- Accountable for team performance and outcomes
- Supervises professional staff and/or team leaders
- Adjusts plans and priorities based on resources and operational obstacles
- Takes appropriate actions following established policies and procedures
- Receives guidance from senior management
- Offers technical guidance to colleagues, team members, and clients
Functional Knowledge
- Applies specialized expertise in the field
- Demonstrates increasing knowledge in related areas
Business Expertise
- Translates strategic goals and priorities into tangible results
Impact
- Enhances service quality
- Influences the team's ability to achieve targets in terms of quality, volume, and timelines
- Provides guidance based on policies, resources, budgets, and business strategies
Leadership
- Fosters team engagement to tackle service and operational challenges
- Offers recommendations for overtime, operational costs, and data analysis
Problem Solving
- Addresses technical, operational, and organizational issues
- Participates in cross-functional issue resolution
Interpersonal Skills
- Influences and guides internal and external stakeholders
Responsibility Statements
- Leads team members to meet SLAs
- Manages revenue optimization and penalty reduction
- Produces KPI reports on quality, productivity, and compliance
- Coaches team for continuous growth
- Identifies process enhancements and implements action plans
- Oversees delivery strategies and service expansion
- Performs assigned tasks and complies with standards and procedures
Conduent is an Equal Opportunity Employer that values diversity and inclusivity. We welcome applications from individuals of all backgrounds without regard to various factors.
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