Customer Experience Supervisor

Conduent Paterson , NJ 07501

Posted 3 months ago

Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

Balance

Maintaining a work/life balance is the key to success.

Collaboration

Department learning opportunities and company-wide digital knowledge share.

Compensation

Competitive salaries.

Family Support

Additional resources to support employees with families.

Professional Development

Conduent offers programs to help advance the careers of our employees.

Back to Job Navigation (Rewards)

Responsibilities

About Conduent

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Job Description

Req ID: 2019-8100

Locations: Paterson, New Jersey, United States

Job Type: Full-time regular

Dimension & Scope:

This position is responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment in Paterson, NJ.

Principal Duties and Responsibilities:

Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.

Maintain master schedule of all presentations and outreach activities requiring the presence of assigned Field HBCs.

Schedule and assign Field HBCs to community based organizations and Conduent regional offices to provide face-to-face assistance for applicants and beneficiaries.

Develop new and maintains existing relationships with the community, advocacy groups and CWA offices in their assigned areas.

Mentor and coach Field HBCs regarding outreach content, procedures, processes and presentation techniques.

Maintain technical and program policy proficiency in the NJ Family Care program and maintain proficiency in contract requirements

Ensure staff are knowledgeable of contractually required performance standards and monitor staff for compliance; identify need for training/retraining and ensure training occurs

Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.

Review statistics on a daily basis and provide constructive feedback.

Resolve escalated customer issues.

Hold team meetings on a regular basis with direct reports.

Coordinate monitoring results with staff from CQI Unit regarding training and quality improvement

All other duties as assigned.

Requirements

A minimum of two years of call center experience in a leadership or management role.

Must have excellent interpersonal, verbal/written communications and organizational skills.

Must be proficient in Excel, Access and Word

Requires strong leadership skills, willingness to coach/develop staff and ability to resolve conflicts in a cordial manner.

Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced environment.

Working knowledge of workforce management software and call center service level norms.

Closing

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. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first:click here to access or download the form.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Advisor
New!

Auto Plus Pep Boys

Posted Today

VIEW JOBS 10/17/2019 12:00:00 AM 2020-01-15T00:00 Overview Auto Plus is a major U.S.-based distributor of automotive aftermarket parts. Since 1921, Pep Boys has been one of the nation's leading automotive aftermarket chains with over 7,500 service bays in over 800 locations in 35 states and Puerto Rico. Together, the united organization, Auto Plus Pep Boys, has over 21,000 associates in more than 20 distribution centers and over 1,000 corporate locations. In addition, the company supports more than 530 independently-owned stores and over 2,400 independently-owned service centers across the nation. Auto Plus Pep Boys is owned by Icahn Enterprises L.P. ("Icahn Enterprises"; NASDAQ: IEP). Position Summary Contribute to the growth of the organization across all lines of business through customer engagement, expert product and service knowledge, follow-up, and follow through at the service desk, on the sales floor, and at the register. Duties & Responsibilities * First point of contact for customers on the phone and in the store. Responsible for engaging customers, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and selling parts and service that make the customer's car run at peak efficiency; adheres to Company Customer Care standards to meet customer expectations. * Responsible for the organization and productivity of the service business through work order and register transactions, thorough vehicle inspections, and service and replacement part knowledge. * Under the direction of Management, assists in various aspects of customer care, work order and register assistance, facility maintenance, and Outside Purchase (OP) ordering. * Follow all policies and procedures related to cash, credit, check, refund and return policies. Works with the management team to react to customer service issues, customer complaints, and/or business opportunities. * Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection. * Primary driving force behind the implementation and constant execution of safety procedures, ensuring wheel torque and oil/fluid services are performed per standard operating procedure directives. * Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures. * Effectively communicate with all associates, management, and customers; interprets and retains information and applies knowledge appropriately. * In designated locations, may be a secondary key carrier responsible for basic and detailed opening and closing responsibilities. * Other duties as assigned. Knowledge, Skills, and Abilities * High school diploma or equivalent required. * Valid Driver's License. * One year of related experience in the automotive service environment. * Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts. * Strong verbal communication skills. * Strong customer service skills. * Ability to work Days, Nights, Weekends, Holidays. Physical Demands/Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Physical Demands * Must be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance. * Frequent standing and walking for long periods of time. * Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting. * Climb up and down ladders to retrieve and stock merchandise. * Communicate effectively in person, by telephone, or by using telecommunications equipment. * Enters and locates information on computer. * Presents information to small and large groups. * Visually verifies information, often in small print. * Safely operates a motor vehicle. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled Auto Plus Pep Boys Paterson NJ

Customer Experience Supervisor

Conduent