Manager, Delivery (Call Center)

Employment Type

: Full-Time

Industry

: Retail



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Job Description 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 companies and over 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 allinsured patientsin the U.S., 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 $ billion in medical bill savings, up to % efficiency increase in HR operations, and up to % improvement in processing costs, while driving higher end-user satisfaction. Learn more atwww.conduent.com.


Job Description

  • Leads day-to-day functions and activities across department, including people management and operational subjects.
  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
  • Assists in the overall business unit performance driving SLAs, adherence to business unit metrics and so on.
  • Drives innovation and efficiencies of business opportunities, applying processes improvements and/or new systems.
  • Assists in the management of the employee teams through coaching and developing, addressing people matters, identifying development needs.
  • Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
  • Acts as the day-to-day operations client contact in order to resolve systems issues and to provide feedbacks to clients on quality and workload issues.
  • Generates reports on performance measurement and KPIs in order to facilitate business decisions.
  • Prepares and present call center performance reports to client by collecting, analyzing, and summarizing data and trends.
  • Responsible for compliance with organizational policies and local regulations.
  • Responsible for keeping the business continuity plan (BCP) updated and executes it as needed.
  • Responsible for meeting headcount objectives by recruiting, selecting, orienting, training, assigning, coaching and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Required:

  • Bachelor’s Degree or equivalent additional experince
  • - years of management experience in a 'call center' including managing supervisors (- supervisors are typical here) directly.
  • Experience managing at least call center employees 'indirectly' at time.
  • Ability to handle pressure and multiple-competing priorities and deadlines.
  • High sense of urgency and flexibility to accommodate to changes that may happen on a daily basis.
  • Motivated self-starter
  • High sense of accountability and ownership
  • Excellent verbal communication skills
  • Create and maintain a motivating and positive working environment.
  • Flexibility towards scheduling based on business needs (Rotation schedule (/ environment and on-call rotations for nights and weekends)
  • Preferred

  • Payroll management (Kronos/FEPS)
  • Verint/Mattersight
  • Cisco/Avaya basics
  • Nice/IEX basics

  • * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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