Supervisor, Contact Center Operations

6 months ago

Edmonton, Canada Conduent Business Services Canada, Inc. 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.

**Supervisor, Contact Center Operations**

**Are you a dynamic leader ready to shape the customer service experience in a fast-paced support environment?**

**About the Role**:
Conduent is expanding its Support Team, and we're looking for a Contact Center Supervisor to lead and inspire a team of customer service professionals. If you have a passion for driving operational excellence and want to be part of a dynamic work environment, we want to hear from you

**Responsibilities**:

- Lead and motivate a team of customer service representatives to achieve performance targets and deliver outstanding service.
- Drive efficiency in call center operations, implement process improvements, and ensure adherence to service level agreements.
- Implement and oversee quality assurance programs to maintain service standards and ensure customer satisfaction.
- Provide ongoing coaching and training to team members, identifying areas for improvement and supporting professional development.
- Utilize call center metrics to monitor individual and team performance, providing feedback and implementing corrective actions as needed.
- Handle escalated customer issues, ensuring timely and effective resolution while maintaining a positive customer experience.
- Foster open communication within the team, promoting a collaborative and positive work environment.

**Requirements**:

- Minimum of 3 years in a supervisory role within a call center environment.
- Demonstrated commitment to delivering exceptional customer service.
- Proven ability to lead and motivate a team, with strong coaching, decision-making, and problem-solving skills.
- Comfortable working in a fast-paced environment, with the ability to adapt to changes and implement innovative solutions.
- Excellent communication and interpersonal skills.
- Basic understanding of telecommunications products and services is a plus.

**Flexible Working**

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:

- Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

**Working For You**

Perks and rewards designed for you:

- Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
- Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
- Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

**Join Us**

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:
Bring your authentic self to work
Grow and thrive, both personally and professionally
Make a difference with our clients, in our communities, and with the millions of people we support

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you with the opportunity to grow with a team of people who will challenge and inspire you to be the best

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. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._

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