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Senior Supervisor, Customer Experience

2 months ago

Leeds, Leeds, United Kingdom Conduent Business Services Full time
{"title": "Senior Supervisor, Customer Experience", "description": "Job Summary

We are seeking an experienced Senior Supervisor to lead and motivate our Contact Centre Team Leaders, enabling them to deliver outstanding performance in all areas of the department. The successful candidate will work closely with the Senior Delivery Manager to achieve business objectives.

Key Responsibilities
  • Ensure Team Leaders are reviewed regularly against key performance indicators (KPIs).
  • Encourage individuals to develop and improve their team's performance and skills.
  • Communicate effectively with the team, peer group, line management, external customers, and business contacts.
  • Ensure adherence to agreed Contact Centre procedures to maintain consistency and operational efficiency.
  • Coach front-line Team Leaders to enhance performance.
  • Provide processes and business updates to the team.
  • Examine best practices for continuous improvement.
  • Review performance statistics and address improvements.
  • Engage with clients for regular business updates.
  • Manage a group of Team Leaders.
  • Manage hiring and termination actions.
  • Be accountable for functional, operational, and/or program management.
Requirements
  • Demonstratable experience in leadership to deliver results and create a long-lasting and effective relationship with clients and customers.
  • An empathetic approach to customers in difficult situations.
  • Ability to adapt and work in a fast-paced environment.
  • Experience in performance statistics and KPI management.
  • Broad technical expertise and company/industry knowledge.
  • Understanding of concepts and application in the field of expertise.
  • A growing knowledge of other disciplines.
What We Offer
  • 33 days annual leave (inclusive of bank holidays).
  • Life Assurance x 4 annual salary.
  • Private Dental Plan.
  • Private Medical Insurance (Aviva).
  • Income Protection Scheme.
  • EAP including local discount.
  • Excellent Online Learning Platform.
  • Cinema Discounts.
  • Apprenticeships.
  • Free Eye Tests.
  • Mentoring Programs.
Travel & Parking Information

We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.

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