Call Center Team Lead

Conduent•Vale, OR

7h•Remote

About The Position

Do you thrive in delivering exceptional, high-touch customer experiences while solving complex issues with precision and care? Are you detail-oriented, professional, and motivated to make a meaningful impact? If so, Conduent invites you to apply for the Call Center Team Lead role.As a Call Center Team Lead, you’ll be part of a supportive, high-performing culture that values excellence, accountability, and individual contributions.

Requirements

Strong written and verbal communication skills
Ability to navigate and work across multiple systems and tools simultaneously
Attention to detail
Must be able to successfully complete a background check and drug screening
Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
Must have the ability to connect with an ethernet cable to a modem/router
We are currently NOT hiring in the following geographies, including but not limited to: AK, AZ, CA, CT, CO, HI, IL, MA, MD, ME, MO, MT, NE, NJ, NY, RI, OR, VT, WA. Metro Areas: Minneapolis - MN, Washington, DC, Denver - CO, Boulder - CO, Edgewater - CO, Flagstaff - AZ.

Responsibilities

Improve participant decision-making process by advising participants on plan provisions
Respond to client-specific inquiries, including telephone and web correspondence
Contact participants to explain calculations and resolve issues
Identify solutions to call trends, establish appropriate agent training needs, and deliver training
Provide feedback and coaching to agents regarding adherence to center metrics and established guidelines
Assist junior employees by answering questions or taking escalated calls with guidance
Advocate for participants to coordinate benefits, services, and payments with outside providers and vendors
Explain participant forms and provide guidance on completion
Perform other duties as assigned
Comply with all policies and standards