Conduent is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Conduent offers business process outsourcing, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Conduent supplies for graphic communication and office printing environments of any size. Conduent serves clients in more than 160 countries. For more information, visit www.conduent.com, www.news.conduent.com, www.realbusiness.com orwww.conduent.com/businessservices.
Currently, we are seeking a superiorBenefits Supervisorto join our team at 1200 Crescent Green, Suite 200, Cary, NC 27511.This position is a call center management position assisting and developing customer care representatives. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Job Specifics:
·This is a full timeFull Time Permanentposition with benefits
·Shifts will be scheduled during our normal business operating hours anytime between6:00 AM – 6:00 PM Monday through Friday.
·ApplicantsMUSThave open availability to work any hours scheduled during operating hours as outlined above!
Functions:
·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.
·Gathers information, researches/resolves inquiries.
·Provides assistance, training and troubleshooting support to customer care representatives.
·Prepares standard reports to track workload, response time and quality of input.
·Assists in planning and implementing department goals and makes recommendations to senior management to improve efficiency and effectiveness.
·Directs the operations of a Benefit Administration department, which manages benefits policies/programs on behalf of plan sponsors.
·Responsible for the management and development of the administration team, implementation of business processes, and final review of complex assignments and/or difficult client issues.
·Must have strong written and oral communication skills and be detailed oriented.
·Possess strong learning agility.
·Ability to manage multiple small and medium scale projects at the same time.
·Conduct training and ongoing career development of staff.
·Perform weekly call monitors and intra-day management of metrics in addition to performance management.
·If you meet the requirements of this position and want to work for a world- class company with a great marketplace reputation, apply today.
Travel:No
Job Type:Experienced
Organization:Consumer and Industrials