Senior Supervisor, Customer Experience

4 days ago

Batangas, Calabarzon, Philippines Conduent Full time

Job Track Description:

  • Assists others in achieving goals.
  • Manages performance appraisals and pay reviews.
  • Manages training for 3 or more employees.
  • Manages hiring and termination actions.
  • Requires broad technical expertise and industry knowledge.
  • Is accountable 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.
  • 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 clear communication skills to exchange information and handle sensitive issues.

Responsibility Statements

  • Delivers quality, productivity, and compliance KPI reports.
  • Coaches front-line supervisors and tier 2 or 3 agents to enhance performance.
  • Gives processes and business updates to the team.
  • Examines known best practices for continuous improvement.
  • Reviews performance statistics and addresses improvements.
  • Engages with the client for regular business updates.
  • Performs additional duties as assigned.
  • Complies with all policies, procedures and standards.

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