Team Lead /Supervisor, Customer Experience | International Voice |

Conduent; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Conduent in Bengaluru seeks a Supervisor, Customer Experience to lead an International Voice Process team. You will oversee 20-25 associates, drive quality metrics, and coordinate cross-functional support for US clients.

The role requires 5+ years in call center work with 2 years as a team lead, strong communication, and proficiency in MS Office. Night shifts are rotational and may extend beyond regular hours.

Qualifications

• 5+ years in call center work with 2 years as a team leader in International Voice process
• Managed team size of 20-25 HC or more
• Experience/exposure to work for US clients (Call center/Backend)
• Good communication and interpersonal skills
• Proficient with MS Outlook, MS Excel and MS PowerPoint

Responsibilities

• Create reports and dashboards for performance tracking and improvements
• Monitor and provide feedback to bottom-quartile team members
• Suggest inputs on process improvements and opportunities
• Work_rotations including night shifts (starts post 5pm) and extended hours as required

Skills

Call center leadership

Team leadership

US client exposure

Communication skills

Interpersonal skills

Tools

MS Outlook

MS Excel

MS PowerPoint

Job description

Supervisor, Customer Experience

Role & responsibilities

1. Min.5+ years of overall experience in call center work, with 2 years of experience as a Team leader in International Voice Process.
2. Should have managed team size of min. 20-25 HC.
3. Experience/exposure to work for US clients (Call center/Backend)
4. Good communication and interpersonal skills
5. Good knowledge of MS Outlook, MS Excel and, MS PowerPoint
6. Creating Report, dashboard, manage bottom quartile team members.
7. Aware on feedback mechanism and performance improvements.
8. Provide inputs on process improvement and opportunities.
9. Rotational night shifts.(Starts post 5pm).
10. Ready to work additional hours as and when required.