Supervisor, Customer Experience

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.As the Supervisor, Customer Experience, you will be responsible for coaching, resolving issues and serving as a link between subordinates and upper management. You will be accountable for ensuring that operations are carried out productively, profitably, and sustainably.Responsibilities

Ensuring adherence to legal and company policies and procedures and undertaking disciplinary actions.

Managing team of 30 – 45 remote associates.

Monitoring and managing daily and monthly Service Level Agreements (SLAs).

Communicating with management, vendors, and client advocates.

Hiring, terminating, preparing performance reviews, and taking corrective actions.

Working with senior management on department budget and acquisitions.

Escalating and resolving issues which involve SLA’s.

Gathering data and assessing strategic risks.

Tracking and reporting results to senior management.

Using internal systems, and other available reports to identify and resolve areas of concern.

Requirements

Have a high school diploma, bachelor’s degree desired.

Possess a minimum of three years of experience working as a Call Center Supervisor.

Have healthcare experience (desired).

Able to demonstrate strong communication skills (interpersonal, verbal and written).

Show capability to resolve operational concerns.

Have proficiency with Excel, Word, MS Teams, and general computer skills.

Be located within one hour driving distance of Des Moines, IA for onsite equipment delivery and maintenance.

Flexible WorkingAt Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.In this role, you can expect the following working conditions:Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.Working For YouPerks and rewards designed for you:Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment. Retirement Savings: We will support you as you save for your future. Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more. Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint. Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career. Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work. Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diverse efforts.Join UsAt Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:Bring your authentic self to work.Grow and thrive, both personally and professionally.Make a difference with our clients, in our communities, and with the millions of people we support.When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you with the opportunity to grow with a team of people who will challenge and inspire you to be the best!Pay Transparency Laws in some locations require disclosure of compensation-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time. The estimated salary range for this role is $45-50k.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.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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdtadaaaaccommodationpol.pdf) .At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.