Call Center Team Lead at Conduent

Vale, Oregon, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jul, 26

Salary

50400.0

Posted On

09 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Communication, Coaching, Training delivery, Problem solving, Attention to detail, Data analysis, Conflict resolution, Team leadership, System navigation, Client relations, Performance management

Industry

Business Consulting and Services

Description

Call Center Team Lead Remote Schedule: Monday – Friday 9am-6pm EST Do you thrive in delivering exceptional, high-touch customer experiences while solving complex issues with precision and care? Are you detail-oriented, professional, and motivated to make a meaningful impact? If so, Conduent invites you to apply for the Call Center Team Lead role.As a Call Center Team Lead, you’ll be part of a supportive, high-performing culture that values excellence, accountability, and individual contributions. About the Role: * Improve participant decision-making process by advising participants on plan provisions * Respond to client-specific inquiries, including telephone and web correspondence * Contact participants to explain calculations and resolve issues * Identify solutions to call trends, establish appropriate agent training needs, and deliver training * Provide feedback and coaching to agents regarding adherence to center metrics and established guidelines * Assist junior employees by answering questions or taking escalated calls with guidance * Advocate for participants to coordinate benefits, services, and payments with outside providers and vendors * Explain participant forms and provide guidance on completion * Perform other duties as assigned * Comply with all policies and standards Requirements: * Strong written and verbal communication skills * Ability to navigate and work across multiple systems and tools simultaneously * Attention to detail * Must be able to successfully complete a background check and drug screening * Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175) * Must have the ability to connect with an ethernet cable to a modem/router * We are currently NOT hiring in the following geographies, including but not limited to: AK, AZ, CA, CT, CO, HI, IL, MA, MD, ME, MO, MT, NE, NJ, NY, RI, OR, VT, WA. Metro Areas: Minneapolis - MN, Washington, DC, Denver - CO, Boulder - CO, Edgewater - CO, Flagstaff - AZ. Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time. Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $40,320-$50,400. 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. 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. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form [https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf]. Complete the form and then email it as an attachment to FTADAAA@conduent.com [FTADAAA@conduent.com]. You may also click here to access Conduent's ADAAA Accommodation Policy [http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf].

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Responsibilities

The Call Center Team Lead will advise participants on plan provisions, resolve complex inquiries, and coordinate benefits with external vendors. Additionally, the role involves coaching agents on performance metrics, identifying training needs, and delivering training sessions.