Job Information
Conduent Benefits Administration Services Associate IV in Chesapeake, Virginia
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.
Remote Benefits Administrative Associate
8:00AM-5:00PM EST
As a Call Center Lead, you will assume a pivotal role in supervising and directing a team of call center representatives to uphold the highest standards of customer service excellence. Your core duties will encompass overseeing day-to-day operations, delivering targeted coaching and support to team members, streamlining workflows for optimal efficiency, and cultivating a positive and collaborative work atmosphere. You will collaborate closely with upper management to achieve performance benchmarks and elevate operational proficiency across the call center.
Key Responsibilities:
Provide strong leadership and direction to a team of call center representatives.
Set clear performance expectations and goals for team members.
Motivate and inspire team members to achieve individual and team objectives.
Monitor and evaluate the performance of team members through metrics analysis and call monitoring.
Identify areas for improvement and implement strategies to enhance performance and productivity.
Provide ongoing coaching, training, and development opportunities to support the professional growth of team members.
Recognize and reward exceptional performance and address performance issues in a timely manner.
Ensure adherence to established call center policies, procedures, and quality standards.
Monitor call queues and manage staffing levels to meet service level agreements (SLAs) and handle peak call volumes effectively.
Collaborate with other departments to resolve escalated customer issues and ensure prompt resolution.
Maintain accurate records of call center activities and prepare regular reports on key performance indicators (KPIs).
Lead by example in delivering exceptional customer service and handling escalated customer inquiries or complaints.
Foster a customer-centric culture within the team, emphasizing the importance of empathy, professionalism, and problem-solving skills.
Work closely with the Quality Assurance team to identify trends and opportunities for service improvement.
Qualifications:
Proven track record of meeting or exceeding performance targets and SLAs.
Strong leadership skills with the ability to motivate, coach, and develop team members.
Excellent communication skills, both verbal and written, with the ability to effectively interact with team members, management, and customers.
Proficiency in call center software and CRM systems.
Strong analytical and problem-solving abilities.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Below is what you’ll need to do to be considered for this position. It will take less than 20 minutes and includes everything required at this stage!
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Apply to the role and provide your basic profile information (2 minutes)
Answer prescreen questions to be sure you meet the minimum requirements for the role (3 minutes)
If you qualify for the role, a recruiter will reach out to discuss the opportunity!
Be part of the future
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Are you seeking an opportunity to make a real impact in a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best!
About Conduent
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.
We offer excellent benefits (medical, dental, vision), a consistent work schedule, paid training, and a great work environment.
Conduent is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $36480 - $45600.
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.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.