Customer Experience Associate IV

3 weeks ago

Subang Jaya, Selangor, Malaysia Conduent Full time

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.

1. Operations:

  1. A Production Supervisor's role is primary to support the operations by working hand in hand with the Senior Leadership Team, WFM, Training Team, QA Team, and client if necessary.
  2. Focus on day-to-day operations together with WFM to monitor and oversee AUX usage. Call out for overbreak, unauthorized auxes/logouts. To respond and notify WFM for call outs.
  3. Support agents who have overdue messages, stuck in a long conversation with customers, and support in managing the Average Handling Time (AHT).
  4. Conduct daily huddle/weekly team meeting and discuss relevant topics for the day-to-day performance and important updates from Mercedes Benz, QA Bulletin, and other client updates, should be documented in a Minutes of Meeting.
  5. Ensure daily attendance reports are shared to WFM and Ops. Send notification to WFM for agents' downtime. Monitor agents login (SOS, EOS, Break/Lunch) and follow correct plotting of offline activities using IEX.
  6. Compute information and tabulate data and ensure all stakeholders are copied and kept appraised by sending an End of Day Report. Weekly and Monthly Reporting data should be shared to the immediate Manager.
  7. Conduct coaching and feedback for the agents, with a minimum of 1 coaching session per agent per week for a maximum of 30 minutes only. Additionally, coaching exception can be done with an approval from any Manager on duty for CDT feedback if necessary. Each coaching should be documented and uploaded to the designated Conduent shared drive.
  8. Ensure accurate representation of the expertise prior to the distribution of the technical solution or process information.
  9. Verify information and data including user guide, training manuals and system prior roll out.
  10. Monitor operations to ensure adherence to the service level standards and company/department policies and procedures.
  11. Randomly monitor specialist's conversation to ensure professional and courteous customer support services are delivered to promote a productive and positive relationship with customer.
  12. Responsible for performance appraisals, disciplinary actions & drives completion for any Sign Off Sheet for any urgent updates, new policy or OT commitment that is needed for operations.
  13. Track completion for CBT or LMS courses, eLearning should be completed prior the deadline.
  14. Ensure all agents are updated of their daily, weekly, and monthly performance using the Performance Dashboard.
  15. Solicit OT when operation is required, Mandatory OT Signoffs must be accomplished prior the implemented hours.

2. Quality:

  1. Ensure quality execution from specialists by conducting 1 audit per agent per week. Provide analysis and training opportunities to improve the agent's performance. Provides feedback to associates on strengths and areas for improvement. Audits should be uploaded to the designated Conduent shared drive.
  2. Recognize specialists who received 100 QA evaluations scores and conduct conversation reviews using the MCS Tool Kit if any defects were caught by the quality team. Immediate coaching is recommended to avoid incurring the same mark down.
  3. Ensure agents are briefed on outages and ways to handle impacted customers. Equip them with knowledge and ways of handling either via MS Teams reminder, ppt slides or email. Real time dissemination of QA updates whenever available.
  4. To attend QA Calibration with Supervisors that is initiated by the QA Team to better understand the correct MB processes. This will help to synchronize the assessments, provide consistent feedback to support the specialist, and eliminate bias from quality ratings.

3. System:

  1. Any intermittent system issues to be reported via ticketing to the Conduent Workforce Team, Managers on shift and to client. Always check WFM updates for any reported system issues.
  2. Escalate any system outage to client by following the proper reporting process; update and assist agent until resolution.

4. Process:

  1. Document process changes or create new processes and be involved in any trial or test run for feasibility of the process. Collect data and analysis for the success rate of the process.
  2. Assist specialists who may need help with product/process from our active MS Teams group chats.
  3. Must complete all upskill training initiated by both the client and Conduent.

5. Engagement:

  1. Participate, coordinate, or lead projects for Employee Engagement.
  2. Schedule meetings and minute discussion with vendor to deliver itineraries for Employee Engagement.
  3. Attend Team Lead, QA and Trainer Stand Up sessions with the client. Strictly follow assignments for conversation review and practice coaching sessions.
  4. Participate in the Daily Check-in Meeting with the operations to discuss important updates and reminders.

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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