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Conduent Call Center Supervisor in Tempe, Arizona

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., 11 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 $17 billion in savings from medical bill review for workers compensation claims, 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

Purpose

We are looking for an experienced Call Center Supervisor to organize, coach and develop a team of up to 20 Call Center Associates. You will be responsible for assessing their work and providing feedback to maximize performance.

An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.

Position is in Tempe, AZ-- however, the work may be performed from home considering the economic and office impact of Covid-19

Skills and Qualifications:

Hiring for shift 9:30AM-close which could be as late as 8pm depending on the queue.

Call center customer service supervisor experience.

Must have excellent organizational and leadership skills.

Should have Call Center Supervisory experience.

Should have 3+ years of Supervisory experience.

Proficient with MS Office (Word, Outlook, Excel and Power Point)

Proficiency with technology, especially computers, software applications, and phone systems.

Exceptional verbal and written communication skills.

Strong understanding of company products, policies, and services.

Ability to coach, develop, and motivate employees and evaluate their performance.

Excellent problem solving, leadership, and customer service skills.

Analytical, efficient, and thorough.

Knowledge of performance evaluation procedures

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Bi-Lingual (Spanish preferred)

Primary Responsibilities:

Hiring, training, and preparing call center representatives to respond to customer questions, complaints and troubleshoot problems with services or products.

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Contributes to departmental business plans and priorities

Answering agent questions regarding best practices or difficult calls.

Anticipate escalation and take over calls when needed.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

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.

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