Job Description

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.

Key Responsibilities

  • Performance Management: Monitor and drive team performance across core metrics, including Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and quality scores.
  • Coaching & Training: Conduct regular 1-on-1 feedback sessions and 'whisper coaching' to improve agent communication and product knowledge.
  • Floor Support: Act as the first point of contact for customer escalations and technical issues, providing immediate solutions to keep the floor running smoothly.
  • Compliance & Reporting: Ens...

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