Supervisor, Customer Experience

About the Role

As the Supervisor, Customer Experience, you will lead a high-performing remote customer service and call center team, ensuring exceptional service delivery, operational excellence, and customer satisfaction. You will serve as a key liaison between frontline customer support associates and leadership, driving employee performance, quality assurance, workforce effectiveness, and continuous process improvement. This people leadership role is responsible for managing call center operations, coaching remote teams, resolving escalated customer issues, monitoring key performance indicators (KPIs), and ensuring achievement of Service Level Agreements (SLAs).

Responsibilities

• Lead, coach, and develop a team of 30-45 remote customer service associates to meet and exceed performance, quality, productivity, and customer satisfaction goals.
• Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs), key performance indicators (KPIs), and operational targets.
• Serve as the primary escalation point for operational challenges and customer service issues, ensuring timely and effective resolution.
• Ensure compliance with company policies, procedures, quality standards, and applicable regulatory requirements; administer corrective actions as needed.
• Partner with leadership, vendors, and client stakeholders to align on business objectives, customer experience strategies, and service expectations.
• Oversee talent management processes, including recruitment, interviewing, hiring, onboarding, employee development, performance management, and terminations.
• Analyze call center and customer experience performance data to identify trends, reduce risk, improve service quality, and drive continuous improvement initiatives.
• Prepare and deliver regular reporting on team performance, operational metrics, customer satisfaction results, and service outcomes to senior leadership.
• Collaborate with senior management on workforce planning, budgeting, staffing strategies, and operational improvement projects.
• Leverage workforce management tools, reporting systems, and operational dashboards to proactively identify opportunities and implement solutions.
• Support additional customer experience, contact center, and operational initiatives as assigned.

Requirements

• High school diploma.
• Prior experience as a Call Center Supervisor, Customer Service Supervisor, Contact Center Supervisor, or in a similar people leadership role.
• Strong communication skills, including interpersonal, verbal, written, coaching, and conflict-resolution abilities.
• Proven ability to manage customer escalations, resolve operational challenges, and drive team performance in a fast-paced environment.
• Proficiency with Microsoft Office (Excel, Word, Teams), performance reporting tools, and general business systems.
• Must reside within one hour driving distance of Des Moines, Iowa.

Preferred Qualifications

• 3+ years of call center, contact center, customer service, or customer experience supervisory experience.
• Bachelor’s degree.
• Experience in the healthcare industry, healthcare customer service, healthcare operations, or related service environments.

Benefits

• Health and Welfare Benefits: Tailored to fit you and your family's needs, starting on the first day of employment.
• Retirement Savings: Support for saving for your future.
• Employee Discounts: Access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Access to award-winning learning platforms throughout your career.
• Paid Time Off: Attractive paid time off packages designed for you to enjoy life away from work.

Pay

The estimated salary range for this role is $42,427 - $55,100. Actual salaries may vary based on factors including but not limited to location, experience, and performance. In addition to base pay, this position may be eligible for a bonus or incentive. Conduent provides a variety of benefits 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 and/or sick time.

Schedule

Hybrid Work: Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders.