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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.
Summary Job Description and Responsibilities:
The Customer Care Manager is a member of middle/second level management who applies a comprehensive working knowledge of Call Center concepts, practices and procedures.
Responsible for the employment, promotion, counseling, and discipline of assigned employees.
Works independently with only general management direction.
The person in this position will Manage day-to-day operations of a large in-bound Call Center performing customer service functions.
Responsible for providing team leadership to a customer-focused team or group of teams who ensure that customers are satisfied, and their needs are fulfilled.
In accordance with organizational goals, provides direction to team on activities and behaviors.
Identifies and analyzes problems; plans, tasks and solutions.
Provides guidance to team on development, performance, and productivity issues.
Monitors team budgets and ensures proper use of assets.
Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organizational cost, quality, and productivity goals.
Recommends changes to improve efficiency and effectiveness.
Reports to functional and/or organization management on team accomplishments, achievements and productivity.
Keeps apprised of developments in field of expertise to ensure currency and makes recommendations to management to improve efficiency/effectiveness.
Ensure that compliance and performance standards are met on both individual and contract levels.
Ensure that scheduling and staff availability are consistent with the distribution of calls being received.
Be responsible for the daily throughput of the Call Center including call length and wait time.
Develop, train, and evaluate staff.
Implement continuous employee monitoring and improve individual performance goals.
Coordinate and disseminate all procedural updates to Call Center staff by coordinating with all other CSC management staff.
Ensure that the CSC is using the appropriate management tools available in the industry.
Work closely with vendors to ensure that quality standards are met.
Establish and maintain policies and procedures within the department.
Ensure that high level of customer service is provided.
Interact with client representatives of the project.
Education and Typical Years of Experience
Education:
Bachelors Degree is preferred
Experience:
Minimum of 3 years of experience in management and Call Center.
Operations Skills: The individual in this position must have the ability to manage a large staff in a fast paced environment and have strong communication and customer service skills.
The individual must have knowledge in New Technology (Call Center Automation, IVR, Phone Switch, and ACD software.) In addition, this person must be computer literate and have experience using Microsoft Office products.
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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