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 Supervisor, Customer Experience is responsible for:** + Leading and managing daily operations of Customer Support Representatives, ensuring consistent alignment with service standards in a hybrid and multicultural environment; + Monitoring and analyzing KPIs at both individual and team level, ensuring SLA and quality metrics are consistently met or exceeded; + Providing regular coaching, feedback, and performance reviews to support continuous development and accountability; + Supporting end-to-end recruitment, onboarding, and training of new hires, ensuring preparedness for 24/7 operations; + Fostering a motivating, inclusive, and customer-oriented team culture, enhancing employee engagement and retention; + Managing complex or escalated customer issues with professionalism and empathy, ensuring prompt and effective resolution; + Collaborating cross-functionally with internal departments (such as QA, WFM, Training, and Client Services) to drive efficiency and improve customer journey processes; + Ensuring accuracy and consistency in data entry and case documentation within CRM and other systems; + Promoting personalized service and product solutions aligned with customer needs and feedback trends; + Identifying service delivery risks or gaps and escalating critical issues through the appropriate channels; + Preparing and delivering reports on SLA compliance, performance metrics, and team progress to senior management for strategic decision-making. **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; + Brings proven experience in a supervisory or team leader role, ideally within BPO, SSC, Customer Experience, or the Automotive industry; + Is available for a hybrid work model based in Romania, including remote weekend support (minimum one weekend per month); + Shows flexibility and commitment to working in a rotating 24/7 shift schedule; + Possesses strong leadership qualities, with a focus on coaching, mentoring, and effective people management; + Displays a high level of motivation, adaptability, and sound decision-making in dynamic environments; + Has excellent communication, problem-solving, and organizational skills; + Is experienced in training delivery and demonstrates a customer-centric approach in all interactions; + Is proficient in MS Office and capable of using customer service platforms and databases with efficiency. **What we offer:** + Attractive salary; + Permanent contract; + On-site /Hybrid work model; + Full-time contract; + **Work schedule:** This role requires availability to work in a rotating **24/7 shift schedule** , which includes **night shifts and weekend coverage** , shared **by rotation** within the team. + 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_ .