Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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Job Summary:

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We are seeking a highly motivated and experienced Senior Manager, Delivery to lead and manage our customer service operations. The successful candidate will be responsible for overseeing all aspects of customer service delivery, including team management, performance monitoring, client relationship management, and process improvement. This role requires strong leadership, analytical, and communication skills, with a proven track record of success in a fast-paced, customer-centric environment.

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Key Responsibilities:

\n\n Lead and manage a high-performing team of customer service representatives, including recruitment, training, coaching, and performance management.\n Manage team size of minimum 300+ employees.\n Oversee all aspects of customer service delivery, ensuring high levels of customer satisfaction and service quality.\n Develop and implement strategies to improve customer service processes and enhance customer experience.\n Monitor key performance indicators (KPIs) such as customer satisfaction scores, service level agreements (SLAs), and handle time.\n Analyze customer data and trends to identify areas for improvement and make data-driven decisions.\n Build and maintain strong relationships with clients, acting as a key point of contact for all customer service-related matters.\n Prepare and present reports, dashboards, and presentations to clients and senior management.\n Participate in client calls, quality calibrations, and process updates.\n Actively participate in monthly and quarterly business reviews (MBR/QBR).\n Review financial data, forecast expenses, and manage budgets.\n Manage workforce planning, including FTE estimation, attrition management, and scheduling.\n Foster a positive and engaging work environment that motivates and inspires employees.\n Ensure compliance with all relevant regulations and industry best practices.\n Be flexible with shifts and willing to work in the US time zone as required.\n Be available to work additional hours as needed to meet business demands.\n\n

Qualifications:

\n\n Minimum 14-18 years of overall experience in the call center/business process outsourcing (BPO) industry.\n Minimum 2+ years of experience as a Senior Manager in operations.\n Experience managing teams of 300+ employees.\n Experience in voice processes (call center/backend) is highly advantageous.\n Proven ability to handle multiple clients simultaneously.\n Strong leadership, communication, and interpersonal skills.\n Excellent analytical and problem-solving skills.\n Proficiency in Microsoft Office Suite (Outlook, Excel, PowerPoint).\n Strong data analysis and reporting skills.\n Experience with workforce management tools and techniques.\n Knowledge of FTE estimation, planning, and attrition.\n Strong customer focus and commitment to delivering exceptional service.\n Ability to work independently and as part of a team.\n Flexibility to work in a fast-paced and dynamic environment.\n Willingness to work in the US time zone and be flexible with shifts.\n Readiness to work additional hours as and when required.\n

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

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People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

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At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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