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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.

Context: 

The Operations Supervisor works within the Operations skill designated department of Conduent and can be situated at a Service delivery Centre, Onshore/Local. The role deals with the human side of supervising a team of Customer Care employees as well as the responsibility for the performance, output and quality delivered by the team. This position is reporting to an Operations Manager, the role predominantly deals with the human side of management and has a more indirect responsibility for the performance of the department. The SBU manager and Client market lead (RCCL) who is involved at the projects of the team members also carries responsibility towards job functioning and performance.

Purpose of the Role: 

The purpose of the position is to manage, coach and develop an operation, front line team (of agents) on performance, quality and output and coordinating that they achieve the set goals and ensure a high-performance delivery of the RCCL account. Besides this purpose the Operations Supervisor also ensures and enables individual development of his team members.

General Responsibilities

• Responsible for the performance and general development of each team member
• Establish what capabilities are required, and how far individual team members have the potential to fulfil these requirement
• Mentor the agent’s growth
• Periodically review personal development by means of a mutual discussion and recording of personal development
• Consistently deliver coaching and feedback according to each agent’s need
• Follow up on mandatory trainings (Conduent, RCCL, Self-Growth) any additional required.
• Schedule team meetings regularly to catch up with the team and not losing the teamwork environment
• Encourage a culture of communication along the team and with other peers
• Maintain a good relationship with management
• Managing expectations of internal customer and stimulate cooperation
• Increase & Maintain satisfaction level of internal customer
• Deal with complaints and dissatisfaction regarding the area of responsibility or share dissatisfaction items outside the own area of responsibility with the appropriate counterpart within the organization
• (Product side) Development and continuous improvement of agents and activities in favor of Operations, in such a way that optimum service, support and performance is delivered
• Support and enable the development, optimizing and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility
• Continuous improvement aiming for a more efficient and effective way of working regarding the areas of responsibility
• In charge of troubleshooting and problem solution
• Performs all other duties as assigned.

Social interaction: The Operations Supervisor performs various activities in close consultation and collaboration with other members of the onshore, offshore teams and mainly with his reports (directing) and manager (reporting). 

Additions: A good knowledge and experience of the Operations process (particular the area of responsibility), customer care organizations and general call center processes, communication skills on different levels and coaching skills are required and essential for this position. 

Required Qualifications  

Education

• Education minimum high school diploma or equivalent
• 1-year university studies or equivalent preferable

Skills

• 85% English proficiency verbal and 85% written proficiency. 
• Intermediate knowledge and ability to use Excel. 
• Advance communication skills / meeting structures
• Strong proactive and results oriented skills
• Ability to engage with other people (agents / departments)
• Ability to document 
• Ability to work under pressure and solving problems
• Ability to plan and follow up 
• Ability to handle confidential information
• Accountability for own actions
• HR process and management skills
• Ability to make decisions
• Highly self-discipline including being punctual and having organizational skills. 
• Ability to multitask **Preferred
• Goal driven 
• Stress tolerance
• Attention to detail
• Discipline advocated
• Assertive communication
• MS Office knowledge
• Schedule availability

Experience

• Preferred prior sales experience 
• Prior Supervisor / TL experience preferable