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Contact Center Team Leader

Company: Conduent
Location: Chesapeake
Posted on: October 13, 2019

Job Description:

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 and mail.

--- Contacts participants to explain calculations and resolve issues.

--- 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 service).

--- 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 the form.

Keywords: Conduent, Chesapeake , Contact Center Team Leader, Hospitality & Tourism , Chesapeake, Virginia

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