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Senior Supervisor, Customer Experience

2 months ago

Leeds, Leeds, United Kingdom Conduent Business Services Full time

Job Summary

We are seeking an experienced Senior Supervisor to lead, coach, and motivate our Contact Centre Team Leaders. The successful candidate will enable the team to deliver outstanding performance in all areas of the department, while working within their agreed headcount reporting to the Senior Delivery Manager.

About Conduent Business Services

Conduent Business Services is a global business processing outsource company. This role will support a busy transportation client and involve the department that deals with managing customer calls, web chat, and correspondence.

Key Responsibilities

  • Ensure all Team Leaders are reviewed regularly against the Contact Centre's main KPIs.
  • Continually encourage individuals to personally develop and improve their team's performance and skills.
  • Communicate effectively with the team, peer group, line management, external customers, and business contacts. Work as an effective member of the local management team.
  • Ensure adherence within the team to agreed Contact Centre procedures to ensure consistency of process and procedures, company guidelines, and optimization of operational efficiency.
  • Coach front-line Team Leaders to enhance performance.
  • Provide processes and business updates to the team.
  • Examine known best practices for continuous improvement.
  • Review performance statistics and address improvements.
  • Engage with the client for regular business updates.
  • Responsible for managing a group of Team Leaders.
  • Manage hiring and termination actions.
  • Be accountable for functional, operational, and/or program management.
  • Receive guidance from Contact Centre Manager.

Requirements

  • Demonstratable experience in leadership to deliver results and create a long-lasting and effective relationship with the client and its 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 concepts and application in the field of expertise.
  • 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