Contact Center Team Leader
Posted on: October 13, 2019
About ConduentConduent is the world's largest provider of
diversified business process services with leading capabilities in
transaction processing, automation, analytics and constituent
experience. We work with both government and commercial customers
in assisting them to deliver quality services to the people they
serve. We manage interactions with patients and the insured for a
significant portion of the U.S. healthcare industry. We are the
customer interface for large segments of the technology industry
and the operational and processing partner of choice for public
transportation systems around the world. Whether it's digital
payments, claims processing, benefit administration, automated
tolling, customer care or distributed learning - Conduent manages
and modernizes these interactions to create value for both our
clients and their constituents. Learn more at www.conduent.com.Job
Description--- Improves participant decision-making process by
advising participants on plan provisions in two or more of the
following areas: health and welfare plans, retirement plans,
employee development, payroll and other HR programs.
--- Resolves complex client specific inquiries and escalations
through multi-channel, i.e. including telephone, web correspondence
--- Contacts participants to explain calculations and resolve
--- Identifies solutions to call trends, determines appropriate
agent training needs and delivers the training.
--- Provides feedback and coaching to agents regarding adherence to
center metrics and established guidelines.
--- Assists lower tiered employees by answering questions or taking
escalated calls with limited guidance.
--- Performs quality evaluations.
--- Advocates for participants to coordinate benefits, services and
payments with outside providers and vendors (white glove
--- Explains the appropriate participant forms and provides
guidance on completion.ClosingConduent 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
Keywords: Conduent, Phoenix , Contact Center Team Leader, Hospitality & Tourism , Tempe, Arizona
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