Job type full-time
Full job description
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 themYou have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every dayJob description: call center supervisors / operations specific job description:
Purpose: lead and manage all activities associated with the usac programs call center and enrollment operations in order to meet and exceed contractual obligations to the client.
***positions are `work from home` located in any us location***
Skills and qualifications:
High school diploma or ged equivalent
Call center/customer service experience
Previous supervisor or manager experience preferred
Excellent communication skills
Hands on employee development skills with a proven success record of coaching
Ability to drive results based on performance standards
Ability to analyze reporting
Technical proficiency in microsoft applications
Spanish bi-lingual a plus for one of the positions
Responsible for the delivery of the kpis of the immediate team, including quality, productivity and compliance parameters.
Delivers regular and timely coaching and feedback to the team members to enhance performance.
Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements.
Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
Accountable for analyzing known best practices for continuous improvement.
Responsible for the enforcement of organizational policies and procedures to ensure compliance.
Management responsibilities include hiring & terminating decisions, performance appraisals, pay reviews, training and development for three or more employees.
Drive performance with team by conducting team activities/contests.
Assist in monitoring agent productivity by monitoring long calls, long hold times, completion of callback requests, etc.
Engage with management/training to identify areas of opportunity to develop additional training.
Oversees timekeeping/payroll activities confirming all employees are paid in a timely manner.
Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner.
Other duties as assigned.
Closing: 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 formFor those using google chrome or mozilla firefox please download the form first: click here to access or download the formYou may also click here to access conduent’s adaaa accommodation policy.