Senior Supervisor, Customer Experience

4 days ago

Manila, National Capital Region, Philippines Conduent Full time $104,000 - $130,878 per year

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.

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