Call Center Supervisor / Trainer

Job Description

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

 

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.


Job Description

Hours: Monday – Friday 3:00pm – 11:30pm (Must be a bit flexible two nights per month)

 

Job Description – Supervises the daily activities of business or technical support or production team focused on routine or transactional work. With coordination efforts and resources, drives performance to achieve shared and individual goals.

 

Purpose: Lead and manage all activities associated with the Ridgeland, MS Payment Service Call Center and operations in order to meet and exceed contractual obligations to clients. 

 

Responsibilities:

 

Responsible for the delivery of the KPIs of the immediate team, including quality, productivity and compliance parameters.

Delivers regular and timely coaching and feedback to the team members to enhance performance.

Supervises the team members, identifying and addressing developmental issues,  and coaching opportunities.

Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements.

Resolves problems by identifying and selecting solutions and applying technical experience and precedents.

Responsible for the enforcement of organizational policies and procedures to ensure compliance.

Drive performance with team by conducting team activities/contests.

Assist in monitoring agent productivity by monitoring long calls, long hold times, completion of callback requests, etc.

Engage with Management/Training to identify areas of opportunity to develop additional training.

Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner.

Other duties as assigned.

Conducts training classes for employees on the features and operation of mid to high complexity and/or several lines of products/technology, client tools or processes, including basic soft skills. 

Deliver face to face and virtual classroom training, creating a positive learning environment and ensuring that all delegates receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives.

May be responsible for design and update of basic level training materials and courses based on client and/or internal needs, organizing the training content in a logical sequence for delivery.

Works with subject matter experts to help validate content is current and effective.  

Analyzes and prepares training resources and materials, in order to deliver classes.

All other duties as assigned

 

Skills and Qualifications: 

  • Associate’s Degree or Equivalent
  • Call Center/Customer Service Experience
  • Training Experience
  • Previous Supervisor or Manager experience preferred
  • Excellent communication skills
  • Hands on employee development skills with a proven success record of coaching
  • Ability to drive results based on performance standards
  • Ability to analyze reporting
  • Technical proficiency in Microsoft applications

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.