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Customer Experience Manager -Onsite

Company: Conduent Incorporated
Location: Bakersfield
Posted on: June 6, 2021

Job Description:

About Conduent

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.

Job Description

Job Track Description:

* Assists others in achieving goals. * Manages performance appraisals and pay reviews. * Manages training for 3 or more employees. * Manages hiring and termination actions. * Requires broad technical expertise and company/industry knowledge. * Is accountable for program management functions.

General Profile

* Accountable for team performance and results. * Manages professional employees and/or supervisors. * Adapts plans and priorities based on resource and operational challenges. * Takes action based on policies, procedures. * Receives guidance from managers. * Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

* Understands and applies concepts in the field of expertise. * Has growing knowledge of other disciplines.

Business Expertise

* Translates strategy and priorities into work product.

Impact

* Positively impacts the level of service. * Impacts the team's ability to meet quality, volume, and timeline targets. * Guides based on policies, resource requirements, budgets, and business plans.

Leadership

* Builds team engagement to meet service and operational challenges. * Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

* Resolves technical, operational, and organizational problems. * May take part in solving problems across a matrix.

Interpersonal Skills

* Guides and influences internal and external customers, or agencies.

Responsibility Statements

* Manages team members to deliver SLAs. * Manages revenue optimization and reduction of penalties. * Delivers quality, productivity, and compliance KPI reports. * Coaches team members for continuous development. * Identifies process improvement opportunities and deploys action plans. * Manages delivery strategies and service line penetration. * Performs other duties as assigned. * Complies with all policies, procedures and standards.

The Manager position will be responsible for hiring, preparing, and motivating their staff to provide excellent services to customers. The Manager will set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers.

Must have a flexible schedule on weekdays.

Must have prior management experience.

Must have an understanding of KPIs, and ensure that they are met.

Ideal candidate has previous call center management experience.

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. You may also click here to access Conduent's ADAAA Accommodation Policy.

Keywords: Conduent Incorporated, Bakersfield , Customer Experience Manager -Onsite, Other , Bakersfield, California

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