Supervisor- German/English

Conduent

Conduent is a global leader in the outsourcing industry, headquartered in Florham Park, New Jersey. With 68.000 associates working across 40 countries Conduent’s vision is to become the leading business services partner for companies and governments worldwide. Our clients are at the centre of everything we do, we are committed to delivering exceptional outcomes to our clients and their end users. We believe that every interaction is an opportunity to delight and demonstrate value.  

Conduent Turkiye is excited to announce that we will start to support a world famous global automotive brand specialising in EV Mobility. Our client is the first Car Enterprise to switch to 100% Electric and aiming to introduce an innovative business model, that is customer-centric, data-driven, direct-to-customer & will have an agent-based sales model. 

The role in our organisation 

As Team Leader you will lead and inspire your team to meet and exceed the commitments to our client daily. As well as ensuring KPIs and service levels are meet, you will motivate and inspire your Associates to perform at the highest level, in turn offering them an opportunity to grow and develop throughout their career in Conduent.  

The Customer Engagement Team will build from Social Media Community Management, focusing on online presales activities, Customer Engagement, Mobility Consultancy and finally Aftersales. This multilingual centre will provide support in several European languages and extend to support further languages through innovative translation solutions.  

This role will lead an initial team of associates and will report to the Senior Manager for Delivery. This is an exciting opportunity to be part of a new team and play a fundamental part in its growth, development, and success.  

Key areas of responsibility  

People Management:

·       Participating in the recruitment process and onboarding of the associates. 

·       Ensuring that the associates have all the materials needed to perform their activity.  

·       Setting goals, delegating tasks, monitoring work progress.

·       Managing day-to-day responsibilities for a team of associates and providing operational support where necessary.

·       Mentoring and training associates, conducting performance appraisals and preparing improvement plans.

·       Inspiring and motivating your team and building culture of engagement.

·       Driving innovations and development at all times.  

Operational Activity:  

·       Together with the team - being an advocate for the organisation, providing best in class customer experience, enhancing the brand in every interaction. Attracting new customers and ensuring existing customers are supported at every step of their journey. 

·       Ensuring that service levels and KPI’s consistently meet the client requirements. 

·       Handling customer interactions, if required. 

·       Providing associates with the required support to achieve their tasks.   

·       Building a strong relationship with the client and handling client communications and escalations as appropriate.

·       Ensuring the guidelines and processes are followed by associates and flagging any risk through the appropriate channels.  

·       Identifying process gaps and implementing solutions with the key stakeholders.

·       Participating in the improvement projects for the operational area.  

·       Implementing best practices and ensuring adherence to operational guidelines 

·       Providing SLA/KPI reporting to the delivery lead.  

Knowledge and Experience  

·       Fluent in German and English (verbal and written) 

·       Dutch is an asset

·       Previous?supervisory experience and strong ability to coach, lead and inspire.  

·       Experience working in an BPO / outsourcing environment. Customer Experience and / or the Automotive industry would be an advantage.  

·       Excellent people management skills. 

·       Excellent analytical and decision-making skills.

·       Good verbal and written communication skills, including rapport building through various communication channels. 

·       Good organizational and analytical skills. 

·       Solutions orientated with excellent decision-making skills. 

·       Training delivery skills 

·       Sales oriented mindset. 

·       Highly motivated, proactive, and flexible attitude. 

·       Can work to deadlines with efficiency and accuracy. 

·       Strong MS Office skills and use of bespoke systems and databases.  

Key Components to Success 

As Team Leader you will embrace Conduent’ s Core Values, using these to guide and lead and empower each Associate to exceed our clients’ expectations.  

·       The Conduent Core Values guide how we think, act and make decisions.  

·       Drive Client Success 

·       Deliver with Quality and personal accountability  

·       Be open and Inclusive  

·       Communicate with Purpose  

·       Be a good teammate  

·       Be Conduent Proud and act with humility  

Culture  

We are proud of more than 531 highly qualified workforce; most Associates have a university degree and are bilingual. Constantly investing in our workforce Associates have access to extensive learning platforms, we offer a career opportunity to those seeking to develop and consistently seek to ensure Conduent is the employer of choice in Turkiye.  

What Conduent can offer you  

·       Opportunity to launch a new client with a strong global network of experienced colleagues.  

·       A permanent employment contract with an attractive bonus plan. 

·       Extra benefits like private health insurance, internet fee and restaurant card. 

·       Opportunity to develop your skills and experience. 

·       Extensive training and learning opportunities to grow. 

·       Global Company, international diverse and inclusive environment

Did you know this about Conduent

This year, we were certified as a Most Loved Workplace®.

Our employees choose to build their careers at Conduent:

More than 25% of our employees have been with us for 5 years or more.

Through our management development programs, 70% of our team leader positions have been filled from within our own ranks.

Surveys show that 75% of our employees agree with the statement, "I belong to Conduent."

Become a part of Conduent too! Apply now!