Supervisor, Customer Experience

3 weeks ago

Hightstown, United States Conduent State Healthcare, LLC Full time

Job Track Description:

  • Assists others in achieving goals.
  • Broad technical expertise and industry knowledge.
  • Ability to manage hiring and termination actions and training for multiple employees.
  • Manages performance appraisals and pay reviews for team members.
  • Accountable for functional, operational, and program management.

General Profile.

  • Supervises daily tasks of the business, technical support and production teams
  • Responsible for team results
  • Works within established precedents and practices.
  • Evaluates and organizes information to solve for problems and challenges
  • Ability to work without supervision.

Functional Knowledge

  • Comprehensive understanding of processes, procedures, systems, and concepts.

Business Expertise

  • Ability to coordinate team efforts to achieve overall company and client goals.

Impact

  • Directly impacts the quality of services provided
  • Supports and trains team members to impact end user experiences

Leadership

  • Provides supervision including coaching and quality checks to support associate progress

Problem Solving

  • Solves problems and evaluates possible solutions using past technical experience.

Interpersonal Skills

  • Strong communication skills to share ideas and information.

Responsibility Statements

  • Delivers quality, productivity, and compliance KPI reports.
  • Coaches and gives feedback to team members to enhance performance.
  • Shares processes and business updates with the team.
  • Supervises the team to identify coaching opportunities.
  • Recommends training interventions when necessary.
  • Outlines best practices for associate growth and improvement.
  • Performs other duties as assigned.
  • Complies with all policies and standards.

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