Supervisor, Customer Experience

Conduent • Sugarcreek, PA

1d • $42,427 - $55,100 • Hybrid

About The Position

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
• Career Growth Opportunities
• Paid Training
• Paid time off
• Great Work Environment
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED