Senior Supervisor, Customer Experience

1 week ago

Leeds, United Kingdom Conduent Business Services Full time

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.


Here at Conduent we are looking for an experienced Senior supervisor to lead, coach and motivate the Contact Centre Team Leaders, to enable them to deliver outstanding performance in all areas of the department, whilst working within their agreed headcount reporting to the Senior Delivery Manager.

Conduent are a Global Business Processing Outsource company. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls, web chat and correspondence. 

Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services. 

Contract:  Permanent
Location:  Leeds, LS11 5BD
Shifts:  37.5 hours per week, rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm with alternate days worked on a weekend.
Salary: Up to £30,000.

Your responsibilities will include:

  • Ensure all Team Leaders are reviewed regularly against the Contact Centre’s main KPI’s.
  • Continually encouraging individuals to personally develop & improve their team’s 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.
  • Coaching front-line Team Leaders to enhance performance.
  • To give processes and business updates to the team.
  • Examining known best practices for continuous improvement.
  • Reviewing performance statistics and addresses improvements.
  • Engage with the client for regular business updates.
  • Responsible for Managing a group of Team Leaders
  • Manages hiring and termination actions.
  • To be accountable for functional, operational, and/or program management.
  • To receive guidance from Contact Centre Manager.

What we are looking for:

  • 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.
  • Being able to adapt and work in a fast-paced environment.
  • A clear understanding of what good service looks like.
  • Experience in performance statistics and KPI management
  • Ability to work unsupervised.
  • Broad technical expertise and company/industry knowledge
  • Understanding concepts and application in the field of expertise.
  • A growing knowledge of other disciplines.

What we offer you:

  • 33 days paid holiday per annum (inclusive of bank holidays)
  • Life assurance.
  • Dental Insurance.
  • Pension Scheme.
  • Free eye tests.
  • Excellent Apprenticeship Programmes.

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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