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Customer Care Manager

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.

  • Responsible for the general management of the Customer Service Department.
  • Prepares related daily, weekly and monthly reports and audits current procedures to monitor efficiency of operations.
  • Directs and/or manages all activities associated with customer service, including implementing policies and procedures.
  • Establishes, implements and measures performance and service standards.
  • Develops and implements processes and/or operational improvements to enhance efficiency and effectiveness of operations.
  • Ensures productivity meets or exceeds service and quality standards.
  • Assists in interviewing candidates and evaluating call center personnel.
  • Engages in scheduling, training and employee counseling
  • Demonstrates leadership by motivating team to achieve consistent level of quality work; communicates clear vision and goals; develops staff and builds positive, productive teams; possesses strong organizational skills.
  • Strong communication and interpersonal skills; ability to work independently, as well as part of a team.
  • Manages difficult customer service situations, demonstrates commitment to providing quality service, provide service and assistance to meet commitments.
  • Able to work under stressful, time-sensitive deadlines, adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events; ability to work on multiple projects while providing leadership to staff.
  • Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
  • Prioritizes and plans work assignments and uses time and resources efficiently.
  • Commitment to using ethical behavior and compliance with Conduent Code of Conduct.
  • Works in a normal office environment.
  • May work under critical deadlines and subject to heavy workloads.
  • May be subject to working non-standard, rotating or extended shifts and frequent overtime.
  • May be required to sit for extended periods of time.
  • May be subject to frequent standing or moving throughout the facility.
  • May be required to lift supplies, objects, etc.
  • Some travel may be required. All other duties as assigned.
Minimum Requirements:
  • Three plus years of managerial experience, including management of a call center and the associated business practices.
  • Three plus years in customer service or call center
  • Ability to interface at multiple levels of leadership
  • Strong oral and written communication skills and analytical skills.
  • Proficiency with Microsoft Windows and applications such as Word, Excel, Access, PowerPoint and Outlook
Additional Experience Preferred:
  • Bachelor's degree; preferably in business or business-related area
  • Experience with child support program area or similar human services area
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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