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Senior Supervisor, Customer Experience

2 months ago

Leeds, Leeds, United Kingdom Conduent Business Services Full time
About the Role

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 this goal.

Key Responsibilities
  • Regularly review Team Leaders against key performance indicators (KPIs) to ensure alignment with departmental goals.
  • Encourage individuals to develop and improve their team's performance and skills, fostering a culture of continuous improvement.
  • Communicate effectively with the team, peer group, line management, external customers, and business contacts, working as an effective member of the local management team.
  • Ensure adherence to agreed Contact Centre procedures, Inchcape guidelines, and operational efficiency.
  • Coach front-line Team Leaders to enhance performance and achieve departmental objectives.
  • Provide regular updates to the team on processes and business developments.
  • Examine best practices for continuous improvement and implement changes as necessary.
  • Review performance statistics and address areas for improvement.
  • Engage with clients for regular business updates and ensure effective communication.
  • Manage a group of Team Leaders, overseeing hiring and termination actions.
  • Be accountable for functional, operational, and/or program management, receiving guidance from the Contact Centre Manager as needed.
Requirements
  • Demonstrated experience in leadership, delivering results and building effective relationships with clients and customers.
  • An empathetic approach to customers in challenging 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 applications 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 and 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.