Detalle de la Oferta

Descripción de la Oferta

A través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la individualidad se nota y valora todos los días.

Objectives of the position

The Operations Supervisor for the Groupon B2B Sales account is directly responsible for organizing, directing, and maximizing the execution of a high-performance sales and account management team. Moving away from reactive customer care, this role demands an aggressive, metrics-driven leader who manages a team of Merchant Consultants (MCs), Merchant Developers (MDs), or Merchant Onboarders (MOs) focused on driving proactive outbound prospecting, deal negotiation, contract closing, and long-term portfolio growth.

The primary objective is to drive execution speed, enforce strict process compliance, and eliminate local performance failures before they scale into client escalations. You will lead by example, transforming raw data into high-velocity sales behavior while building individual rep capabilities through constant, data-tied coaching.

Functions


Accountable for meeting and exceeding all internal Conduent targets and external Groupon operational commitments (such as Gross Profit generation, Unique Accounts Closed, and NVR run rates).
Maintain an active floor presence (physical or virtual) during synchronized, high-intensity outbound dialing windows. Eliminate administrative distractions for reps during active calling times.
Deal Triage & Approvals: Review and critique rep deal submissions based on structure, competitor benchmarking, margin health, and market saturation. Complete necessary approval checklists prior to client submission.
Identify underperforming reps early, and within 5 business days of a trigger, formally initiate and execute high-intensity 2-Week Performance Improvement Plans (PIPs).
Serve as the frontline operational anchor and coach for subject matter experts (SMEs) and representatives.
Support the training and accelerated ramp-up of new external hires and internal transfers, tracking them against strict confirmation metrics (e.g., individual scorecard and GP output targets) before the 2-month mark.
Feedback Loops: Provide continuous verbal and written feedback to representatives to cultivate the exact commercial and marketing knowledge required to consult B2B merchants effectively.



Operational Excellence & Compliance


Ensure 100% rep compliance with call center objectives, strict daily schedules, mandatory pre-call checklists, and data logging accuracy within CRM systems (Salesforce and Salesloft).
Monitor and enforce the 24-hour turnaround time for all merchant voicemails, open cases, and internal Information Requests (IRs).
Continuously identify operational bottlenecks, suggest process adjustments, and devise ways to optimize productivity metrics and delivery systems.
Directly handle complex or escalated merchant inquiries, defusing friction points and delivering rapid solutions to protect merchant retention
Analyze, and deliver required operational updates (such as daily completion logs, weekly scorecards, and bi-weekly PIP status reports) for senior management review.
Align and manage weekly employee schedules, vacation requests, and operational requirements to maintain required floor capacity limits.
Handle system access tickets, inventory logs, and human resource protocols, including tracking job abandonments and drafting the required documentation ("Actas") for HR compliance.
Certification Maintenance: Keep all mandatory i