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Manager, Customer Experience

1 month ago

india Conduent Business Services Full time

Job Track Description:

  • Assists others in achieving goals.
  • Manages performance appraisals and pay reviews.
  • Manages training for 3 or more employees.
  • Manages hiring and termination actions.
  • Requires broad technical expertise and company/industry knowledge.
  • Is accountable for program management functions.

General Profile

  • Accountable for team performance and results.
  • Manages professional employees and/or supervisors.
  • Adapts plans and priorities based on resource and operational challenges.
  • Takes action based on policies, procedures.
  • Receives guidance from managers.
  • Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

  • Understands and applies concepts in the field of expertise. 
  • Has growing knowledge of other disciplines.

Business Expertise

  • Translates strategy and priorities into work product.

Impact

  • Positively impacts the level of service.
  • Impacts the team’s ability to meet quality, volume, and timeline targets.
  • Guides based on policies, resource requirements, budgets, and business plans.

Leadership

  • Builds team engagement to meet service and operational challenges.
  • Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

  • Resolves technical, operational, and organizational problems.
  • May take part in solving problems across a matrix.

Interpersonal Skills

  • Guides and influences internal and external customers, or agencies.

Responsibility Statements

  • Manages team members to deliver SLAs.
  • Manages revenue optimization and reduction of penalties.
  • Delivers quality, productivity, and compliance KPI reports.
  • Coaches team members for continuous development.
  • Identifies process improvement opportunities and deploys action plans.
  • Manages delivery strategies and service line penetration.
  • Performs other duties as assigned.
  • Complies with all policies, procedures and standards.

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