Supervisor, Customer Experience

Supervisor, Customer Experience

Customer Experience | Call Center Operations | Team Leadership | SLA Management

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). This position plays a critical role in delivering a positive customer experience, maintaining operational efficiency, and supporting business objectives within a fast-paced contact center environment. 

Key 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 

Required Qualifications 

• 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 

Flexible Working 

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. 

In this role, you can expect the following working conditions: 

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. 

Working For You 

Perks and rewards designed for you: 

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment 

Retirement Savings: We will support you as you save for your future. 

Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more. 

Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint. 

Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career. 

Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work. 

Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts. 

Join Us 

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. 

We strive to create a culture where you can: 

• Bring your authentic self to work. 
• Grow and thrive, both personally and professionally. 
• Make a difference with our clients, in our communities, and with the millions of 

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! 

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees 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. The estimated salary range for this role is $42,427 - $55,100.