Supervisor, Customer Experience at Conduent · Guatemala

II. Job Scope & Expectation

1. Operations

• The Healthcare Supervisor plays a vital role in ensuring seamless operations by collaborating with Senior Leadership, Workforce Management (WFM), Training, Quality Assurance (QA), and internal LOBs to support members on their concerns.
• Collaborate with WFM to oversee daily operations, monitor adherence and aux usage, address issues like over breaks and unauthorized auxes/logouts, and notify WFM as needed.
• Lead and inspire a team of Customer Service Associates, SMEs, and QAs by example, fostering a culture of professionalism, empathy, and member-focused service excellence
• Manage daily, weekly, and monthly staffing schedules with agility to meet fluctuating shipment volumes and critical healthcare delivery timelines.
• Analyze operational reports, including Krisp, AWS, IEX, and key performance dashboards, to ensure associates maintain exceptional quality, accuracy, and timeliness in managing member calls
• Act as a crucial support resource during prolonged or complex customer interactions members concerns and escalations, guiding CSAs in effective recovery actions, service disruption management, and escalation handling while balancing operational efficiency.
• Respond swiftly and decisively to Immediate Action Required issues to protect member’s outcomes and client integrity
• Serve as the primary point of contact for Centene related concern’s maintaining trusted communication channels
• Act as an Escalation Point of Contact for their team, providing guidance and support on complex or urgent member-critical issues
• Participate in Centene’s content, development meetings and calls to advocate for timely resolution and maintain high levels of customer satisfaction
• Oversee customer relationship management and performance tracking, reinforcing a commitment to patient-centered service delivery.
• Support customer maintenance, relationship management, and performance tracking, ensuring high-quality, patient-focused service.
• Ensure timely submission and accurate documentation of Error Tracking Log concerns through EMBER, updates or operational guidance received from the client
• Monitor and address quality assurance findings, ensure completion of all necessary certifications and training, and implement corrective actions proactively
• Manage escalated customer contacts, ensuring effective follow up and timely resolution
• Create weekly and daily plans to proactively manage workflow, monitor potential service disruptions, and communicate priorities to the team
• Facilitate daily touch-base meetings with associates and management to review performance, members priorities, and improvement strategies
• Collaborate with SMEs and QAs to guarantee that each CSA receives the stablished coaching sessions per week
• Ensure coaching sessions and team huddles are conducted consistently with purpose and urgency, thoroughly documented, and focused on reinforcing procedures, service expectations, and recovery best practices.
• Supervisors maintain accountability by tracking supervisor call backs and follow-ups, validating understanding, and ensuring corrective actions or knowledge gaps are addressed in a timely manner to support reliable execution and continuous improvement.
• Supervisors should handle coaching and documentation for any concerns and client call outs.
• Conduct daily call monitoring tailored to associate’s needs, leveraging data-driven approaches to maintain high standards of professional, empathetic customer support. (e.g., 360 coaching, targeted, reactive or corrective coaching or based on performance/KPI segmentation)
• Lead daily huddles to deliver operational updates, share insights, and promote team cohesion.
• Analyze low Customer Satisfaction Scores (DSAT 1 & 2) and Net Promoter Scores (NPS) to identify trends and implement continuous improvement initiatives
• Monitor Average Handling Time (AHT) and Customer Satisfaction Score (CSAT) hourly to ensure optimal performance
• Monitor and manage Do Not Contact (DNC) requests, ensuring all agent-submitted requests are reviewed, tracked, and completed within established timelines.
• Maintain oversight of Error Log Tracker by reviewing tickets submitted by internal Lines of Business, identifying trends, and ensuring timely resolution and feedback implementation.
• Review and validate Late Enrollment Penalty (LEP) attestation submissions to ensure accuracy, completeness, and compliance with client guidelines.
• Manage Supervisor Call Back requests by ensuring tickets created by frontline staff are tracked, assigned, and resolved promptly to support member satisfaction.
• Investigate and resolve customer escalations, including Spanish-language call escalations, providing coaching and corrective actions when necessary to improve service quality.
• Urgently follow up on Complaint Tracking Module concerns (CTM), consolidating findings, preparing client-facing recaps, and ensuring timely communication of concerns and resolutions
• Prepare and distribute End-of-Day (EOD) operational reports, providing visibility into team performance, operational results, and key business metrics.
• Lead daily team huddles and coaching sessions to communicate operational updates, reinforce expectations, share performance insights, and promote employee engagement.
• Ensure adherence to established turnaround times, service standards, and client requirements through proactive monitoring and follow-up.
• Partner with cross-functional teams, leadership, and client stakeholders to address operational issues, implement solutions, and achieve business objectives.
• Hold weekly meetings with Quality teams to review progress and resolve issues.
• Support managers with data collection and analysis for Weekly Business Reviews (WBR).
• Track attendance and absenteeism accurately, ensuring timely follow-up on deviations.
• Design and implement action plans and performance improvement initiatives tailored to individual and team needs.
• Maintain detailed records of unauthorized absences and proactively address attendance concerns
• Create recognition summaries and presentations to reward and recognize agents for their great work and achievements
• Handle Disciplinary Process (DP) requests and assist in creating official documentation and evidence of the case.
• Manage disciplinary issues, make last contact attempts with associates, and draft necessary paperwork and reports for HR.
• Continuously monitor operational adherence to service level agreements and company policies to guarantee consistent and high-quality patient-focused service.
• Utilize performance dashboards transparently to engage associates in their development and promote accountability.
• Proactively solicit overtime when needed, ensuring Mandatory Overtime Signoffs are completed to optimize workforce management.
• Adhere to and enforce company policies, including but not limited to Social Media, Clean Desk, Workplace Attire, and Workplace Decorum.
• Supervisors are expected to send their Start of Day (SOD) report, including absenteeism, tardiness, call outs, important news of the day, and other relevant updates.
• Facilitate performance reviews and develop action plans for Most Help Needed (MHN) as outlined in the Continuous Improvement Program (CIP).
• Share End of Day (EOD) reports detailing completed activities, highlights, lowlights, updates on absenteeism, tardiness, FAQs, escalation tracker, required follow-ups, and any other activities performed.
• Supervisors should send any roster changes weekly, if applicable.

1. Quality

• Ensure Customer Service Associates understand and adhere to all call center objectives, performance standards, and healthcare-specific compliance requirements.

• Develop tailored developmental plans to elevate performance through detailed data analysis.

• Implement performance management strategies including coaching, training, and corrective measures that foster a culture of continuous improvement and patient-centered service excellence

  1. System

• Oversee administrative tasks including vacation approvals, equipment logistics, compensation tracking, adherence monitoring, and regulatory compliance

• Manage IT support requests promptly to minimize operational disruptions

• Supervise interval adherence on schedule compliance, floor monitoring, and call supervision

• Maintain effective communication with the WFM team to ensure smooth floor operations and interval monitoring

  1. Process

• Continuously seek opportunities to optimize healthcare operational processes and improve efficiency.

• Identify root causes of operational challenges and proactively propose practical improvements to enhance patient service reliability.

  1. Engagement

• Provide clear guidance, mentorship, and feedback to representatives to cultivate a motivated, knowledgeable, and engaged team.

• Regularly communicate with management regarding team progress, challenges, and successes.

• Maintain necessary certifications and pursue ongoing professional development to stay current with healthcare industry’s best practices.

• Collect and organize relevant data and documentation to support management reporting and operational follow-up.