Call Centre Supervisor

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.

**Call Centre Supervisor**

**Location**: Office-based in Leeds, LS11 5BD

**Contract**: Permanent

**Salary**: £26,000 - £30,000 (DoE)

**Hours**: 37.5 hours per week. Shift rotation between 8am - 8pm on a Monday to Sunday basis with 1 in 4 weekends worked.
- Conduent are hiring an experienced Call Centre Supervisor to join the team in Leeds.

To lead, coach and motivate the Contact Centre Team Leaders, to deliver outstanding performance in all areas of the department, whilst working within their agreed headcount reporting to the Contact Centre Manager

Ensure all Team Leaders are reviewed regularly against the Contact Centres main KPI's. Continually encouraging individuals to personally develop & improve their teams performance & skills.

To 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 at all times that the team, provides first class customer service, and delivers a positive customer experience.

To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, Inchcape guidelines and optimisation of operational efficiency.

**The main accountabilities of the role are**:

- Supervises daily tasks of complex business, technical support, or production teams.
- Sets team priorities to ensure timely completion.
- Coordinates work activities with other supervisors.
- Makes decisions based on policies, procedures, and business plans.
- Understands how to improve efficiency across related teams.
- Impacts the quality and effectiveness of the team and its contribution to the subfunction.
- Sets priorities for and instructs employees to meet daily deadlines.
- Resolves day-to-day technical and operational problems.
- Uses clear communication skills to exchange information and handle sensitive issues.
- Complies with all policies, procedures and standards and performs additional duties as assigned.

**Areas of responsibility**:

- Responsible for Managing a group of Team Leaders.
- Coaches front-line Team Leaders to enhance performance.
- Delivers quality, productivity, and compliance KPI reports.
- Gives processes and business updates to the team and engages with the client for regular business updates.
- Examines known best practices for continuous improvement, reviews performance statistics and addresses improvements.
- Manages hiring and termination actions.
- Is accountable for functional, operational, and/or program management.
- Receives guidance from Contact Centre Manager.
- Able to perform work unsupervised.
- Has broad technical expertise and company/industry knowledge.
- Understands and applies concepts in the field of expertise.
- Ability to translate strategy and priorities into work product.

**What we offer you in return for your hard work**:

- Private Medical Cover and Dental Insurance.
- Life Assurance, Group Income Protection and Company Pension Scheme.
- Participation in Conduent new joiner Buddy Scheme supporting you through your first weeks with us.
- Employee Assistant Programme via Lifeworks, a confidential health and wellbeing toolkit to support you with events within your work and personal life. Free and strictly confidential to all Conduent Employees 24 hours/365 days' year.
- 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._