Senior Supervisor, Benefits Administration Services

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.

CONTACT CENTER SENIOR SUPERVISOR (Remote) BENEFITS ADMINISTRATION SERVICES

The Contact Center Senior Supervisor will be leading a team of 14-20 Contact Center Service Representatives for inbound/outbound calls & customer facing chat services. Providing coaching, quality reviews, and performance related needs. Supporting the team through escalations/client needs. Initial 6-10 weeks will be on client and role specific technology training.

Purpose: Lead and manage all activities associated with the BenefitWallet/ Benefit Administration Services Call Center and Enrollment operations to meet and exceed contractual obligations to client.

Responsibilities:

• Responsible for the delivery of the KPIs of Contact Center team, including quality, productivity, and compliance parameters.
• Delivers regular and timely coaching and feedback to supervisors and team members to enhance performance.
• Supervises the supervisor team, identifying and addressing developmental issues, and coaching opportunities.
• Ensures proper and timely dissemination of all processes and business updates to the Contact Center, 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 supervisor productivity by reviewing supervisor audits of team, completion and documentation of agent coaching sessions, completion of callback requests, etc.
• Engage with Management/Training/QA to identify areas of opportunity to develop additional training.
• Oversees timekeeping/payroll activities confirming all employees are paid in a timely manner. Conducts periodic time audits for compliance.
• Provides daily direction and communication to supervisors ensuring customer service calls are answered in a timely, efficient, and knowledgeable manner.

Skills and Qualifications:

• 3+ years of previous Supervisor or Manager experience
• 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
• BenefitWallet Experience a plus
• Flexible schedule required to adjust to changing business needs

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. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.