Call Center ยป San Antonio, TX ยป Conduent Incorporated

Call Center at Conduent Incorporated in San Antonio, TX

๐Ÿ“Œ San Antonio, US ๐Ÿท๏ธ Other ๐Ÿ•‘ 2021-06-14
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Call Center Senior Supervisor

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. The Senior Call Center Supervisor is responsible for overseeing the daily activities of the Call Center employees both on site and in a WFH (Work From Home) setting. Position is located in San Antonio, TX.

Primary Responsibilities

Provide coaching and training as needed to ensure team performance against department KPIs. Manage a remote team of direct reports.
Establish expectations and turnaround times for your group. Monitor workflow and operational efficiency in order to implement changes and improvements. Analyze and respond to trends in volume fluctuation, regulatory changes and Client requirements. Provide insight into client needs and program requirements. Strictly adhere to department standards for maintenance of serviced accounts and consistently maintain current customer, collateral, and status information on all serviced accounts. Perform annual performance reviews and monthly performance coaching. Work closely with Human Resources to address, resolve and document any staff related issues (i.e. employee counseling, coaching, termination, etc.).Participate in the interviewing and hiring process. Perform other tasks and special projects as requested. Drive you and your group in our company's values.

Position Requirements

Three (3) years of collection/servicing experience and a minimum of (5) five years' experience supervising in a fast-paced call center setting is preferred. High School Diploma or equivalent required, bachelor's degree preferred. Proven record of leading high performing teams. Knowledge of collection laws required. Knowledge of various asset classes desired with Automotive servicing a plus. High proficiency in MS Office (Excel, Word, etc.) required. Proficient in Contact Center software preferred. Must have good communication and organization skills. Must be capable of handling diverse duties and changing deadlines. 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 industry knowledge. Is accountable for functional, operational, and/or program management. General Profile.
Supervises daily tasks of complex business, technical support, or production teams. Sets team priorities to ensure timely completion. Coordinates work activities with other supervisors. Makes decisions based on policies, procedures, and business plans. Receives guidance from manager. Able to perform work unsupervised. Functional Knowledge.
Understands and applies concepts in the field of expertise. Has basic knowledge of other disciplines. Business Expertise.
Understands how to improve efficiency across related teams. Impact.
Impacts the quality and effectiveness of the team and its contribution to the subfunction. Leadership.
Sets priorities for and instructs employees to meet daily deadlines. Problem Solving.
Resolves day-to-day technical and operational problems. Interpersonal Skills.
Uses clear communication skills to exchange information and handle sensitive issues. Responsibility Statements.
Delivers quality, productivity, and compliance KPI reports. Coaches front-line supervisors and tier 2 or 3 agents to enhance performance. Gives processes and business updates to the team. Examines known best practices for continuous improvement. Reviews performance statistics and addresses improvements. Engages with the client for regular business updates. Performs additional duties as assigned. Complies with all policies, procedures and standards. 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.

View Application

You will be redirected to Conduent Incorporated's preferred application process.

You will be redirected to Conduent Incorporated's preferred application process.

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