Supervisor, Customer Experience
About The Position
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. As the Supervisor, Customer Experience, you will lead a high-performing remote team, ensuring exceptional service delivery and operational excellence. You will act as a key liaison between frontline associates and leadership, driving performance, resolving escalations, and supporting continuous improvement. This role is critical to maintaining service quality, achieving SLA targets, and delivering a consistent, positive customer experience.
Requirements
- High school diploma
- Prior experience as a Call Center Supervisor or in a similar leadership role
- Strong communication skills, including interpersonal, verbal, and written
- Proven ability to resolve operational challenges and manage escalations effectively
- Proficiency with Microsoft Office (Excel, Word, Teams) and general computer systems
- Must reside within one hour driving distance of Des Moines, Iowa
Nice To Haves
- 3+ years of call center supervisory experience
- Bachelor’s degree
- Experience in the healthcare industry
Responsibilities
- Lead, coach, and develop a team of 30–45 remote associates to meet and exceed performance goals
- Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs)
- Serve as the primary escalation point for operational and customer issues, ensuring timely resolution
- Ensure compliance with company policies, procedures, and applicable regulations; administer corrective actions as needed
- Partner with leadership, vendors, and client stakeholders to align on goals and service expectations
- Oversee talent management processes, including hiring, onboarding, performance reviews, and terminations
- Analyze performance data to identify trends, mitigate risks, and implement improvement strategies
- Prepare and deliver regular reporting on team performance and key metrics to senior leadership
- Collaborate with senior management on budgeting, resource planning, and operational initiatives
- Leverage internal systems and reporting tools to proactively identify areas of concern and drive solutions
- Support additional projects and initiatives as assigned
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Paid Training
- Paid time off
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
