Supervisor, Benefits Administration Services - Beneficiary Support Team

Conduent•Chesapeake, VA

1d•Remote

About The Position

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.

Requirements

Have experience leading or supervising customer support, benefits administration, or contact center teams
Demonstrate strong coaching, mentoring, and employee development skills
Show the ability to manage escalated customer issues and resolve problems effectively
Possess strong organizational and multitasking skills in a fast-paced environment
Demonstrate strong written and verbal communication skills
Have experience reviewing operational metrics, dashboards, and performance reporting
Show proficiency with Microsoft Office tools and reporting systems
Demonstrate the ability to collaborate across teams and support operational improvement initiatives
Have experience working in a high-volume customer service or operations environment preferred

Responsibilities

Providing real-time support to frontline agents through chat, email, phone, and other communication channels
Supporting escalated or high-touch member issues requiring additional assistance beyond frontline support
Reviewing and assigning callbacks to ensure timely completion and resolution
Monitoring case activity, dashboards, repeat caller trends, and escalation activity while reporting findings to leadership
Reviewing open escalations and collaborating with leadership teams on resolution plans
Monitoring call queues and reallocating resources as needed to maintain service levels and low wait times
Managing shared inbox communications and responding where appropriate
Coaching and engaging employees through chat, email, phone, and side-by-side support
Monitoring attendance and addressing staffing concerns in partnership with leadership
Facilitating coaching sessions and supporting employee development initiatives
Reviewing team performance metrics including attendance, adherence, productivity, call performance, and quality results
Leading team huddles and operational meetings to discuss performance, updates, and service improvements
Participating in operational collaboration meetings regarding active cases and escalations
Reviewing escalation trends and analyzing process defects while identifying action plans for improvement
Conducting call reviews and account review audits to ensure compliance and service quality
Completing monthly one-on-one meetings with team members to review performance and development goals
Reviewing timecards, work-from-home audits, and staffing updates
Maintaining employee skill matrices and roster updates

Benefits

Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one.
Retirement Savings: Robust programs to help you secure your financial future.
Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more.
Career Growth Opportunities: Paths for advancement within a global organization.
Paid Training: Learn while you earn with award-winning learning platforms.
Paid Time Off: Competitive PTO packages to help you recharge.
Great Work Environment: Join an award-winning culture that values diversity and inclusion.
health insurance coverage
voluntary dental and vision programs
life and disability insurance
a retirement savings plan
paid holidays
paid time off (PTO) or vacation and/or sick time