Senior Supervisor, Customer Experience

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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.

Overview

Job Track Description:

• Requires broad technical expertise and industry knowledge.
• Accountable for functional, operational, and/or program management.
• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.

General Profile

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

Functional Knowledge

• Understands and applies concepts in the field of expertise.
• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

• Sets priorities for and instructs employees to meet daily deadlines.

Problem Solving

• Resolves day-to-day technical and operational problems.

Interpersonal Skills

• Uses judgment to identify and resolve day-to-day technical and operational problems.

Responsibility Statements

• Manages team members to process claims and answer calls efficiently.
• Coaches team to deliver KPI's.
• Ensures adherence to company policy and procedures.
• Acts as the liaison between operations and middle-management to ensure protocols are being followed.
• Helps with conflict resolution with client, people, tasks, and systems related issues.
• Provides resolutions to a diverse range of complex tasks.
• Delivers inputs on process improvement and operational initiatives.
• Acts as a point of contact for leadership.
• Provides information and guidance on operational topics, covering upper-level managers.
• Drives special projects for corporate, operational, or client initiatives.
• Supports less experienced team leaders to improve level of performance.
• Executes the continuity plan such as in natural disasters.
• Performs additional duties as assigned.
• Complies with all policies, procedures, and standards.

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, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to You may also click here to access Conduent's ADAAA Accommodation Policy.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management
• Industries: Consumer Services

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Locations featured: Taguig, Pasig, Quezon City, Manila, Makati, Muntinlupa, Mandaluyong (National Capital Region, Philippines)

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