Customer Experience Senior Leader
hace 1 mes
About Conduent
We deliver mission-critical services and solutions for Fortune 100 companies and over 500 governments, creating exceptional outcomes for our clients. As a key member of our team, you'll have the opportunity to thrive, make a difference, and be part of a culture that values individuality.
Job Overview
This is a senior leadership role responsible for assisting others in achieving their goals. The successful candidate will manage performance appraisals, pay reviews, training for teams, hiring and termination actions, and require broad technical expertise and industry knowledge.
Key Responsibilities
- Supervise daily tasks of complex business, technical support, or production teams.
- Set team priorities to ensure timely completion.
- Coordinate work activities with other supervisors.
- Makes decisions based on policies, procedures, and business plans.
- Receive guidance from manager.
- Able to perform work unsupervised.
Technical Requirements
- Understand and apply concepts in the field of expertise.
- Has basic knowledge of other disciplines.
Business Expertise
- Understand how to improve efficiency across related teams.
Impact and Leadership
- Impacts the quality and effectiveness of the team and its contribution to the subfunction.
- Sets priorities for and instructs employees to meet daily deadlines.
Problem Solving and Communication
- Resolves day-to-day technical and operational problems.
- Uses clear communication skills to exchange information and handle sensitive issues.
Responsibility Statements
- Delivers quality, productivity, and compliance KPI reports.
- Countries 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.
EEO Statement
We are an Equal Opportunity Employer and consider 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.
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