No experience
Employment Type:
Full time
Job Category:
Customer Service
Customer Care Supervisor
(This job is no longer available)
Conduent | Gardena, CA
Grad Date

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Job Description

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.

Position Overview and Responsibilities:

* Effectivelyand efficiently manage the day-to-day Service Center operations
* Supervisorassigns tasks; schedules staff based on workload, approves vacation time, andcollects performance statistics.
* Reviews andupdates staff on policies and procedures pertaining to the Service Center
* Responsiblefor Customer Service Representatives development and training in the ServiceCenter.
* Providingfeedback on work performance. Work with employee to correct any deficienciesobserved.
* Recordabsenteeism and maintain break activity records; give verbal warnings andinitial written warnings when required by Conduent attendance/tardiness policyor other work rules; as necessary, make specific recommendations for furthercorrective action or discipline related to absenteeism/tardiness to HumanResources
* Responsiblefor supervising and directing customer service operations
* Responsiblefor implementing existing policies and procedures for both Conduent and theclient
* Maintaintransponder fulfillment and inventory control procedures
* Verify WalkIn Center opening cash balance and closing cash balance
* Reviewquality assurance scores and take action accordingly
* Ensures thatcustomers are promptly, courteously and professionally served
* Holdregularly scheduled staff meetings
* Responsiblefor overseeing local service center
* Assist otherservice center locations when needed
* Oversee themail operations and ensure the replenishment of postage
* Supervise andassists work leader in all job functions
* Knowledge ofExcel and Word preferred.
* All otherduties as assigned.

Position Requirements:

* College Degree preferred but any combination of education and experience will beconsidered
* Must haveexceptional communication, interpersonal and customer service skills
* Must haveprevious experience working in a service center or service center environment
* Previoussupervisor and/or related leadership experience managing a team
* Comprehensiveknowledge of company policies and offering
* Prior workingknowledge of service center productivity statistics, service levels, scheduling,first call resolution, wait time, wrap up time, and call abandonment

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.