Supervisor - French with English Language

7 months ago

Poole, United Kingdom CONDUENT Full time

**About Conduent**:
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.
**This is an exciting opportunity to supervise a Customer Engagement Center team and play a fundamental part in its growth and success. This role will lead an initial team of Associates and will report to the Senior Manager for Delivery. As a Supervisor you will manage and inspire your team to meet and exceed the commitments to our client. As well as ensuring KPIs and service levels are met, you will motivate your Associates to perform at the highest level, in turn offering them an opportunity to grow and develop throughout their career in Conduent.**

**Your responsibilities**:

- Managing day-to-day responsibilities for a team of Associates and providing operational support where necessary,
- Ensuring that the Associates are fully equipped with appropriate knowledge to perform their activities,
- Participating in the recruitment process and onboarding of the associates,
- Setting goals, delegating tasks, monitoring work progress,
- Mentoring and training associates, conducting performance appraisals, and preparing improvement plans,
- Inspiring and motivating your team and building culture of engagement,
- Together with the team - being an advocate for the organization, providing best in class customer experience, enhancing the brand in every interaction,
- Attracting new customers and ensuring existing customers are supported at every step of their journey,
- Ensuring that service levels and KPI’s consistently meet the client requirements,
- Handling customer interactions, if required,
- Building a strong relationship with the client and handling client communications and escalations as appropriate,
- Ensuring the guidelines and processes are followed by associates and flagging any risk through the appropriate channels,
- Identifying process gaps and implementing solutions with the key stakeholders,
- Participating in the improvement projects for the operational area,
- Implementing best practices and ensuring adherence to operational guidelines,
- Providing SLA/KPI reporting to the delivery lead.

**Our requirements**:

- C1/C2 French and English language (assessment will be conducted by an external vendor),
- Previous supervisory experience - min. 1 year,
- Experience working in an BPO/SSC /Customer Experience /Sales, or the Automotive industry would be an asset,
- Openness to support the team during the weekends (at least 1 weekend/month)
- Excellent people management skill
- Excellent analytical and decision-making skills,
- Good verbal and written communication skills, including rapport building through various communication channels,
- Good organizational and analytical skills,
- Solutions orientated with excellent decision-making skills,
- Training delivery skills,
- Sales oriented mindset,
- Highly motivated, proactive, and flexible attitude,
- Can work to deadlines with efficiency and accuracy,
- Strong MS Office skills and use of bespoke systems and databases.

**What we offer**:

- Opportunity to develop a new client with a strong global network of experienced colleagues,
- A permanent employment contract
- A remote work model
- Fun and friendly environment, team events and social activities,
- Opportunity to develop your skills and experience,
- Extensive training and learning opportunities to grow,
- Global Company, international diverse and inclusive environment.

**Closing**:
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.
- At Conduent, _we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible._

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