Êll Center Lead

«out Conduent 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. Job Description Some responsibilities include: Maintaining good attendance and punctuality Support the floor and agents with escalated calls Act as a liaison between Supervisors and their respective teams Act as a backup support when a supervisor is off or unavailable Being able to Multitask Works independently on projects Coaching agents and assist/train new staff when needed Handle irate customers in a professional manner via phone Upholds/Adhere to changes in policy and procedure Take calls as needed Ability to maintain confidentiality Strong self-management abilities Communication skills and proficiency in Microsoft Word Flexibility/Adaptability and “Can Do” attitude Provide feedback to leadership staff of areas for improvement. Participate in training sessions. In addition to the job description outlined below, this role involves a fair amount of “other duties” as assigned, including frequently assisting other teams/ department ( Testing, Eligibility, Training, etc.) Minimum Experience Requirements Associates degree preferred Experience in public sector administration, outsourcing/production environment, Medicaid and/or CHIP a plus. Outstanding oral and written communication skills, strong interpersonal skills, and superior organizational abilities. Ability to take initiative, to maintain confidentiality, to meet deadlines, and to work in a team environment essential. Required Skills/Abilities Prioritize required tasks along with special project demands. Extreme attention to detail Thorough understanding of all areas of operations Ability to champion change within a formal organization Ability to handle multiple tasks and meet deadlines; flexibility under pressure Ability to work with people of diverse backgrounds Bilingual is a plus Ability to maintain strict confidentiality Capable of working independently Ability to use MS Word, MS Excel and MS Outlook required Closing 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