Supervisor, Benefits Administration Services - Beneficiary Support Team

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Supervisor, Benefits Administration Services - Beneficiary Support Team</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">Do you enjoy leading teams in a fast-paced customer support environment?</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">Do you thrive on coaching employees, improving performance, and resolving escalated issues?</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>About the Role</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">The Supervisor, Benefits Administration Services - Beneficiary Support Team will support frontline service teams by providing leadership, guidance, coaching, and operational oversight for customer support representatives handling benefits-related inquiries and escalations. This role is responsible for driving team performance, monitoring daily operations, supporting escalated member needs, and ensuring a high-quality customer experience across multiple communication channels.&nbsp;</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Responsibilities</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Providing real-time support to frontline agents through chat, email, phone, and other communication channels</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Supporting escalated or high-touch member issues requiring additional assistance beyond frontline support</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Reviewing and assigning callbacks to ensure timely completion and resolution</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Monitoring case activity, dashboards, repeat caller trends, and escalation activity while reporting findings to leadership</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Reviewing open escalations and collaborating with leadership teams on resolution plans</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Monitoring call queues and reallocating resources as needed to maintain service levels and low wait times</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Managing shared inbox communications and responding where appropriate</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Coaching and engaging employees through chat, email, phone, and side-by-side support</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Monitoring attendance and addressing staffing concerns in partnership with leadership</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Facilitating coaching sessions and supporting employee development initiatives</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Reviewing team performance metrics including attendance, adherence, productivity, call performance, and quality results</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Leading team huddles and operational meetings to discuss performance, updates, and service improvements</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Participating in operational collaboration meetings regarding active cases and escalations</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Reviewing escalation trends and analyzing process defects while identifying action plans for improvement</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Conducting call reviews and account review audits to ensure compliance and service quality</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Completing monthly one-on-one meetings with team members to review performance and development goals</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Reviewing timecards, work-from-home audits, and staffing updates</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Maintaining employee skill matrices and roster updates</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Requirements</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Have experience leading or supervising customer support, benefits administration, or contact center teams</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Demonstrate strong coaching, mentoring, and employee development skills</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Show the ability to manage escalated customer issues and resolve problems effectively</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Possess strong organizational and multitasking skills in a fast-paced environment</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Demonstrate strong written and verbal communication skills</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Have experience reviewing operational metrics, dashboards, and performance reporting</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Show proficiency with Microsoft Office tools and reporting systems</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Demonstrate the ability to collaborate across teams and support operational improvement initiatives</span></span><br><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">• Have experience working in a high-volume customer service or operations environment preferred</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Flexible Working</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">At Conduent, we value individuality and flexible working arrangements. In this role, you can expect:</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance.</strong></span></span></li></ul><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Working for You</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">We offer perks and rewards designed to support you:</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Health &amp; Welfare Benefits:&nbsp;</strong>Comprehensive plans tailored to your needs, effective from day one.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Retirement Savings:&nbsp;</strong>Robust programs to help you secure your financial future.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Employee Discounts:&nbsp;</strong>Access to a wide range of discounts on merchandise, services, travel, and more.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Career Growth Opportunities:&nbsp;</strong>Paths for advancement within a global organization.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Paid Training:&nbsp;</strong>Learn while you earn with award-winning learning platforms.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Paid Time Off:&nbsp;</strong>Competitive PTO packages to help you recharge.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Great Work Environment:&nbsp;</strong>Join an award-winning culture that values diversity and inclusion.</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\"><strong>Join Us:</strong></span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">At Conduent, we are united by a shared mission. We understand that our success is driven by the success of our associates. When you join us, you’ll find opportunities to:</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">Bring your authentic self to work every day.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">Grow and thrive both personally and professionally.</span></span></li><li><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.</span></span></li></ul><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">With over 50,000 associates in 24 countries, you’ll be part of a global team that’s shaping the future — for the company and for yourself.</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">&nbsp;</span></span></p><p><span style=\"font-family: Verdana, sans-serif;\"><span style=\"font-size: 9pt; line-height: 115%;\">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 ($42,497 - $50,000)<strong>&nbsp;</strong></span></span></p><p>&nbsp;</p><p style=\"margin-left: 0.5in;\">&nbsp;</p>",
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