Lead Contact Center Agent

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.

Lead... Contact Center Agent

Responsibilities

Lead team of junior team members for support of Medicaid Enterprise Data Warehouse (EDW) end users.

Provide informal guidance and support to more junior team members of contact center services.

Serving as point of contact for day-to-day end user support operations activities.

Ascertains the nature of the transaction/call and assesses whether it can be handled in place or further follow-up is required, to provide end user with appropriate resolution.

Executes routine inbound and outbound call/contact center activities concerning the EDW business products/services, using established guidelines and under supervision, to meet Service Level of Agreements (SLAs).

Provides user with appropriate customized information requested.

Derives all necessary information from user to update database.

Escalates issues to senior levels as needed, based on purpose of user contact.

Responsible for the end-to-end resolution of the user requests and issues.

Assist in development and maintenance of operational policies and procedures to ensure timely and accurate reporting deliverables.

Assist in audit compliance activities and reporting.

Qualifications

High School diploma or equivalent required.

Must be available to work 8:00a ? 5:00pm MDT

Preferred Skills and Experience

Experience managing/leading a team in a Call Center environment

College degree preferred

Call Center experience

Proficiency with Microsoft Office Suite required.

Experience working in end user technical support desired.

Experience in public sector healthcare, Medicaid and/or CHIP desired.

Flexible Working?
At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions:?
Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.?
Working For You?
Perks and rewards designed for you:

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.?
Retirement Savings: We will support you as you save for your future.?
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.?
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.?
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.?
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.?
Great Work Environment: We are proud of our award-winning culture and the recognition?e?ve received for our?iversity efforts.

Join Us?
At Conduent, we are one team, one mission. We understand that our success is?irectly related to the success of our associates. We strive to create a culture where you can:

Bring your authentic self to work.?
Grow and thrive, both personally and professionally.?
Make a difference with our clients, in our communities, and with the millions of people we support.?
When you join Conduent, you are engaged in creating the future - both our company?s and your own. With more than 60,000 associates across 24 countries, we will provide you with the opportunity to grow with a team of people who will challenge and inspire you to be the best!?
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Pay Transparency Laws in some locations require disclosure of compensation-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, 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 or sick time. The estimated salary range for this role is $21 to 24 per hour, depending on experience and skills.

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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. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent

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