A través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la individualidad se nota y valora todos los días. **Purpose of the Role:** Supervisors are responsible for the delivery of result from the Team of agents. They communicate with agents to provide support, overview performance, maintain floor discipline, find out improvement opportunities for the team, document and communicate to management day to day activities. Keep agents motivated and productive. General activities include: + **Discipline** advocacy + **Support** **the Team** removing obstacles to performance, Help agents achieve individual goalsand discover development opportunities. Communicate Performance and set action plans to improve. + **Facilitate communication** inter and intra departments + **Has a proactive approach to all tasks and responsibilities** + **Keep accurate and up to date documentation for the Team** . + **Manage own development** + **Motivate, built trust, team spirit and Lead by example** **Responsibilities** + Consistently monitor and provide coaching and feedback to improve performance. Provides development plans as needed + Closely monitor agents schedule adherence, efficient time use and behavior, to addresses opportunity areas and promote change + Document all processes related to the Team according to requirement + Participate in call calibrations + Communicate to the Team any relevant information and changes that directly affect the agents and process. + Daily communication of metrics and expectations + Coordinate Team Meetings and document them + Meet with Team Leads regularly to coordinate Team support + Perform monthly performance review with agents + Maintain an English only positive environment that helps the Team focus on performance + Help agents resolve issues and clarify information to close knowledge gaps + Make sure al systems are working and agents are able to perform their duties + Identifies issue out of agents scoop and escalates as appropriate + Help manage the que by taking **calls** when required + Provide information to the R&R program + Monitor activities in real time to ensure al members of the team are on task as required + Make sure the Team Understand and Follows up campaigns updates and is up to date with changes of the process + Review and follow up specific team tasks to make sure appropriate process is followed and results are aligned to the goals + Follow up on Business Rules to make sure the Team is aligned with the proper process and procedures + Supervise email productivity and assign work to agents + Follow up agents medical absence and document according to process + Communicate to manager any escalations that requires support + Send daily report to manager + Communicate schedule adjustment needs to make sure the operation is not affected. Process requests form the Team and communicate approval + Review worked hours with agents and communicate any discrepancies + Report web issues according to process + Report any IT and system down time outages, immediately. + Work to resolve issues related to access to systems to ensure they are resolve efficiently + Provide support to training to make sure agent are able to complete online trainings + Communicate knowledge gaps and help plan closure + Attend weekly meetings according to assignment + Organize own time to ensure task completion + Responds promptly to requests + Proactively seeks self development + Help the Team adjust and handle changes + Provide clear and accurate information regarding the product, in a clear and professional manner, to internal and external customers + Answer questions regarding new and existing products + Research information using available resources + Modify and Update information on existing products + Assist with online products and services use + Manage and resolve customer complaints + Follow up open cases to achieve resolution and closure + Document on the system all interactions related to the product + Proactively seek information to be up to date regarding process changes. + All other tasks as assigned **Required Qualifications** Education minimum high school diploma or equivalent and 1 year university studies or equivalent Experience + Previous experiment in call center preferably in customer service and /or travel industry at least 2 years + Excellent customer service skills that build high levels of customer satisfaction for internal and external clients + Prior supervisor experience is preferred Skills + 95% English proficiency verbal and 95% written proficiency. 95% reading comprehension. + Ability to convince other to accept your ideas + Ability to follow process flow + Ability to initiate change + Ability to process information available trough different channels + Ability to use different communication channels + Ability to work both independently and in a team environment + Adaptable to a fast changing environment and schedule flexibility + Attention to detail + High Ability to active listen and empathize + High Ability to effectible communicate ideas both verbally and in written form, in a clear and professional manner + High Analytical and problem solving skills + High working ethics + Results oriented + Self disciplined, punctual, organized and self motivated + Stress tolerance + Goal driven (Sale skill) + MS Office, Excel and PowerPoint + Teamwork skills, including the ability to establish and maintain effective working relationships both internally as well as externally + Ability to build trust + Ability to complete work without close supervision + Ability to delegate task to achieve desired results and meet deadlines + Ability to handle confidential information + Able to make decisions + Accountability for own actions + Assertive communication + Consistently demonstrates work ethics and values + Flexible + Is able to gauged options an make decision in the best interest of the operation, the team an the agent + Proactive and able to initiate change + Resourceful Skill + **Resilience** and tenacity to overcome objections + Ability to negotiate to anchor new products + Planning and strategizing to achieve desired results + Goal driven (Sale skill) + MS Office, Excel and PowerPoint Conduent es un empleador que ofrece igualdad de oportunidades y considera solicitantes para todos los puestos sin distinción de raza, color, credo, religión, ascendencia, origen nacional, edad, identidad de género, expresión de género, sexo/género, estado civil, orientación sexual, discapacidad física o mental. , condición médica, uso de un perro guía o animal de servicio, condición de militar/veterano, condición de ciudadanía, base de información genética o cualquier otro grupo protegido por la ley. Para solicitantes de EE. UU.: Las personas con discapacidades que necesitan una adaptación razonable para solicitar o competir por un empleo en Conduent pueden solicitar dicha adaptación haciendo clic en el siguiente enlace, completando el formulario de solicitud de adaptación y enviando la solicitud utilizando el botón "Enviar" en la página parte inferior del formulario. Para aquellos que utilizan Google Chrome o Mozilla Firefox, descargue el formulario.primero: haga clic aquí para acceder o descargar el formulario (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . tu también puedes haga clic aquí para acceder a la Política de adaptaciones ADAAA de Conduent (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) .