Customer Experience Supervisor

1 week ago


Newark, New Jersey, United States Conduent Full time
About Conduent

We are a leading provider of mission-critical services and solutions to Fortune 100 companies and over 500 governments. Our dedicated associates deliver exceptional outcomes for our clients and the millions of people who count on them.

About the Role

We are seeking a Customer Experience Supervisor to drive excellent customer service while maintaining high operational standards. This role will be based in our NEWARK NJ location and will involve working Monday through Friday, 10:15am-7:15pm.

Key Responsibilities
  • Monitor employee performance and provide coaching and feedback to ensure high standards are met.
  • Review and analyze relevant collateral and collection tracking reports to identify areas for improvement.
  • Oversee the process of opening new accounts and payment posting for postpaid invoices, violations/payment plans, and replenishments.
  • Act as a liaison to our client, the New Jersey Turnpike Authority, and provide service and assistance to their business and postpaid accounts.
  • Handle escalated calls in a timely and professional manner.
  • Perform monthly one-on-one evaluations with CSRs and team leads.
  • Maintain and improve customer service levels in real-time while identifying and acting on areas for improvement.
  • Oversee the day-to-day functions of the Internal Lockbox and Postpaid Departments, including developing and training new and existing employees.
  • Coordinate staffing to meet current and projected department needs.
  • Evaluate and report daily, weekly, and monthly performance as required for individual and departmental performance.
  • Oversee payment processing, opening business and private accounts, and review and authorize refund requests and related adjustments.
  • Ensure a high level of customer service is provided and performance standards are met.
  • Submit payroll and manage attendance records.
  • Interact with agency clients to resolve policy and customer issues.
Requirements
  • 3+ years of call center experience, including leadership experience.
  • Able to demonstrate advanced MS Excel skills and intermediate MS Office skills and Vector.
  • Able to demonstrate reporting and basic analytical skills.
Flexible Working

We offer flexible working arrangements to support our associates' needs. This role will be based in our local office, where you will receive personal coaching and leadership to help you grow in your career.

Perks and Rewards
  • Health and welfare benefits, tailored to fit your needs and start on the first day of employment.
  • Retirement savings support.
  • Employee discounts on merchandise, services, travel, and more.
  • Career growth opportunities with a vast portfolio of businesses and a global footprint.
  • Paid training and development opportunities.
  • Paid time off packages designed to support your work-life balance.
  • A great work environment, recognized for our diversity efforts.
  • Competitive compensation, with a salary range of $51,359 - $66,700 based on experience.


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