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Manager I, Customer Care

Description
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.
Purpose:
Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
Directs and/or manages all activities associated with Call Center operations. Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures. Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization.
Scope:
General:
Adapts departmental plans and priorities to address resource and operational challenges
Requires in-depth knowledge and experience
Decisions are guided by policies, procedures and business plan; receives guidance from manager
Generally domestic accountability
Primary Responsibilities:
Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
Establishes and implements performance and service standards.
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
Ensures productivity meets or exceeds service and quality standards.
Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
Provides guidance, leadership and motivation to promote maximum performance
Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.
Measures service levels and tracking systems for program improvement.
Analyzes and resolves customer service escalations
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.
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.



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