Conduent Supervisor, Customer Care in San Antonio, Texas

Supervisor, Customer Care

Description

JOB DESCRIPTION SUMMARY

This position reports to the Fraud Operations Manager, with additional interaction with the Claims Supervisors as needed. Incumbent is responsible in the day to day operations and provide a point of contact for the employees. The Team Lead is also responsible to place assist in handling calls/escalations/tickets/etc.

QUALIFICATIONS

  • Strong organizational, Planning, Task/Time Management skills

  • Coaching and Development experience

  • Two or more year’s banking/financial/case management experience with two or more years call center customer service experience with a strong comprehension of claims, fraud operations, and terminology, preferred.

  • Excellent verbal and written communication skills (including business correspondence and documentation of accounts) to both internal and external customers.

  • Ability to think analytically and be a problem solver

  • General knowledge of banking back office/administration/case management

  • Proficient understanding of end-user software programs.

  • Experience in pulling reports and metrics

  • Must have experience working escalations

  • Must pass a background screening.

DUTIES AND RESPONSIBILITIES

  • Establish and maintain a performance based mind-set for the department with focus on KPI/Metrics from a department level to the individual employee level

  • Delegate to team leads of duties and responsibilities

  • Coach and Develop the team leads and agents

  • Plan and supervise the coaching and development of the department

  • Create Performance Improvement plans to improve At-risk areas of performance

  • Supervise & Monitor all workload to ensure we meet deliverables

  • Adjust the daily work priority of the team based on incoming volumes and service level targets

  • Responsible to provide reporting on hourly, daily, weekly, monthly, year to date of metrics

  • Responsible of various administration items: Roster, Onboarding, Off boarding, Staffing planning, ADAAA/FMLA vetting, backfilling, roster up keeping, ticketing/issue tracking, etc.

  • Leading the team from the trenches, working alongside the team

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to stand, walk and sit. The associate is frequently required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The noise level in the work environment is usually moderate.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Position Description Acknowledgement

I have read and clearly understand the job duties and responsibilities outlined in this position description. I acknowledge and understand that change is a normal part of business and that it is not possible to capture every aspect that my position has now, or could have in the future, in a single position description. I understand the need for flexibility to react to changing business requirements and agree to perform other duties as assigned. I understand the importance of my role to the Company and will seek clarification from my then direct supervisor, or other appropriate management, if I have questions about my job requirements after signing this Position Description Acknowledgement.

Job Customer Care

Primary Location United States-TX-San Antonio

Organization Government

Unposting Date Ongoing

Req ID: 18032950