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Department learning opportunities and company-wide digital knowledge share.
Additional resources to support employees with families.
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Conduent 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.
Req ID: 2019-8100
Locations: Paterson, New Jersey, United States
Job Type: Full-time regular
Dimension & Scope:
This position is responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment in Paterson, NJ.
Principal Duties and Responsibilities:
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
Maintain master schedule of all presentations and outreach activities requiring the presence of assigned Field HBCs.
Schedule and assign Field HBCs to community based organizations and Conduent regional offices to provide face-to-face assistance for applicants and beneficiaries.
Develop new and maintains existing relationships with the community, advocacy groups and CWA offices in their assigned areas.
Mentor and coach Field HBCs regarding outreach content, procedures, processes and presentation techniques.
Maintain technical and program policy proficiency in the NJ Family Care program and maintain proficiency in contract requirements
Ensure staff are knowledgeable of contractually required performance standards and monitor staff for compliance; identify need for training/retraining and ensure training occurs
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Review statistics on a daily basis and provide constructive feedback.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.
Coordinate monitoring results with staff from CQI Unit regarding training and quality improvement
All other duties as assigned.
A minimum of two years of call center experience in a leadership or management role.
Must have excellent interpersonal, verbal/written communications and organizational skills.
Must be proficient in Excel, Access and Word
Requires strong leadership skills, willingness to coach/develop staff and ability to resolve conflicts in a cordial manner.
Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced environment.
Working knowledge of workforce management software and call center service level norms.
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.