Supervisor, Customer Experience

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.
Job Description

About Conduent:

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.
About the Role:

As a Customer Experience Supervisor at our NEWARK NJ location, you will drive excellent customer service while maintaining high operational standards.
The hours for this role will be Monday through Friday, 10:15am-7:15pm.
Responsibilities

Monitor employee performance.
Review and analyze relevant collateral and collection tracking reports.
Oversee the process of opening new accounts as well as payment posting for postpaid invoices, violations/payment plans and replenishments.
Act as a liaison to our client (New Jersey Turnpike Authority).
Provide service and assistance to the NJ Turnpike regarding questions and inquiries for business and postpaid accounts.
Handle escalated calls in a timely and professional manner.
Perform monthly one-on-one evaluations with CSRs and team lead.
Maintaining and improving customer service levels in real time while identifying and acting on areas of improvement.
Oversee the day-to-day functions of the Internal Lockbox and Postpaid Departments Develop and train both new and existing employees.
Coordinate staffing to meet current and projected department needs in both areas.
Evaluate and report daily, weekly, monthly performance as required for both individual and departmental performance.
Oversee the payment processing, opening business and private accounts.
Review and authorize refund requests and related adjustments.
Ensure that a high level of customer service is provided.
Ensure that performance standards are met by tracking all work from receipt date through completion date.
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

At Conduent, we want you to be yourself.
We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:

Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.
Working For You

Perks and rewards designed for you:

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow.
We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn, and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we've received for our diversity efforts.
Compensation: Pay Transparency Laws in some locations require disclosure of compensation-related information.
For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive.
In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.
The estimated salary range for this role is $51,359 - $66,700 based on experience.
Join Us

At Conduent, we are one team, one mission.
We understand that our success is directly related to the success of our associates.
We strive to create a culture where you can:

Bring your authentic self to work

Grow and thrive, both personally and professionally

Make a difference with our clients, in our communities, and with the millions of people we support

When you join Conduent, you are engaged in creating the future - both our company's and your own.
With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) .
You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) .
You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
At Conduent we value the health and safety of our associates, their families and our community.
For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible.
Providing this information is a requirement of your employment at Conduent.