Prin intermediul asociaților noștri dedicați, Conduent furnizează servicii și soluții esențiale pentru desfășurarea activității în numele companiilor din Fortune 100 și a peste 500 de guverne - creând rezultate excepționale pentru clienții noștri și pentru milioanele de oameni care se bazează pe ei. Aveți oportunitatea de a vă dezvolta personal, de a face o diferență și de a face parte dintr-o cultură în care individualitatea este remarcată și apreciată în fiecare zi. **The Manager, Delivery is responsible for:** + Providing visible and effective leadership to a multi-skilled contact centre / call centre operation. + Analysing key performance indicators to monitor and improve call center performance. + Driving the business unit performance to meet SLAs, adhere to business unit metrics and accomplish contract performance. + Providing a tailored and supportive training regime to enhance operational performance and engagement. + Effectively leading and contributing to business projects, ensuring delivery to deadlines/timescales, involving the relevant people ensuring timely and up-to-date communication, considering benefits, costs and contingency, taking personal responsibility for staff development across the function and be a major influence on the behaviour and culture. + Supporting and/or sponsoring continuous improvement initiatives and major change programmes, implementing process/ system/ staff development improvements to increase efficiency and effectiveness to achieve the Business plan and where necessary deliver cultural change. + Effectively managing stakeholders and business interfaces with key external parties impacting service delivery, ensuring that relationships are built and maintained. + Driving the management and engagement of the employee teams through coaching and developing, addressing people matters, identifying development needs. + Being a key member of the team that manages the day-to-day client relationship ensuring customer satisfaction and expectations. + Ensuring that all issues/escalations are dealt with in a timely and effective manner and where applicable in accordance with service level. **The ideal candidate:** + Demonstrates fluency in English (C1 level); knowledge of an additional European language (such as French, Spanish, or Italian) is a strong advantage; + Proven experience in management of multi-channel and multilingual Contact / Customer Service Centres and effecting change. + Experience of working for a contact centre whose functions include email, live web chat and social media in addition to traditional voice would be an advantage. + Experience of interpreting operational data and its effect on customer service. + Commercial awareness and understanding of their teams’ impact on financial performance. + A professional management style that suits and promotes the existing culture of the business. + Process driven – ensure processes remain up-to-date and optimised. + Self-motivated with a will to succeed. + Track record of driving transformational change across boundaries & change management functions. + Expertise in cutting edge operational methodologies. + Passionate and strong advocate of continually enhancing the customer experience. + Direct affinity with or any interest in the automotive industry is highly desirable, ideally with Electric Vehicles. + Experience of leading in a highly dynamic operating environment. + Experience in a client-facing role. + Able to use clear communication skills to influence others, including senior leadership. + Able to demonstrate leadership experience, sales driven mindset and result oriented approach. **What we offer:** + Attractive salary; + Permanent contract; + On-site / Hybrid work model. **Monday - Friday** . + Full-time contract; + Good opportunities to develop a professional career; + Work in a dynamic international environment; + Newly refurbished attractive open-plan office space in Palas, Iasi; + Access to comprehensive learning, training, and development via our extensive Global learning platform. + Opportunity to apply for external professional training and courses that can be co-financed by Conduent. + Global Company, working in an international diverse and inclusive environment. _And our attractive extras for all our Associates:_ + Private medical insurance coverage; + Free access to the Bookster library; + Cafeteria plan; + Card Partener Program; + Meal tickets; + Referral bonuses for new hires recommended by you. **_Why Join Us?_** + **_Innovative Work Environment:_** _Be part of a team that values creativity and fosters an environment where your ideas can flourish._ + **_Career Growth Opportunities:_** _We invest in our team's development, providing avenues for career progression and skill enhancement._ + **_Impactful Contributions:_** _Your role is pivotal in shaping positive customer experiences and contributing to the success of our dynamic organization._ + **_Recognition as a Most Loved Workplace®:_** _Conduent has been certified as a Most Loved Workplace® this year, citing respect, collaboration, and a positive vision for the future as key cultural drivers._ + **_Internal Talent Development:_** _Through our management development programs, approximately 70% of our Team Leader positions have been filled from our own associate talent pool._ + **_Long-Term Career Building:_** _Over 25% of our associates have been dedicated members of our team for 5 years or more, showcasing the long-term commitment our employees choose to make._ Conduent este un angajator care oferă șanse egale și ia în considerare candidații pentru toate posturile fără a ține cont de rasă, culoare, credință, religie, strămoși, origine națională, vârstă, identitate de gen, expresie de gen, sex/gender, stare civilă, orientare sexuală, dizabilitate fizică sau mentală, afecțiune medicală, utilizarea unui câine ghid sau a unui animal de serviciu, statutul de militar/veteran, statutul de cetățean, baza informațiilor genetice sau orice alt grup protejat de lege. Persoanele cu dizabilități care au nevoie de o facilitate rezonabilă pentru a aplica sau a concura pentru un loc de muncă la Conduent pot solicita o astfel de facilitate(e) făcând clic pe următorul link, completând formularul de solicitare a facilităților și trimițând cererea prin utilizarea butonului "Trimite" din partea de jos a formularului. Pentru cei care utilizează Google Chrome sau Mozilla Firefox, vă rugăm să descărcați mai întâi formularul: faceți clic aici pentru a accesa sau descărca formularul.: click aici pentru a accesa sau a descărca formularul (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Ai putea de asemenea faceți clic aici pentru a accesa Politica de cazare ADAAA a Conduent (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _La Conduent, prețuim sănătatea și siguranța asociaților noștri, a familiilor acestora și a comunității noastre. Conform protocoalelor noastre actuale, nu solicităm vaccinarea împotriva COVID pentru majoritatea locurilor noastre de muncă din SUA, dar este posibil să vă cerem să furnizați statutul de vaccinare împotriva COVID, acolo unde este permis din punct de vedere legal_ .