Skip Navigation
Search

Call Center Operations Manager II, Benefits - Chesapeake, Virginia

Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities

Back to Job Navigation (Overview)

Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile

Back to Job Navigation (Success)

Rewards

  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Balance

    Maintaining a work/life balance is the key to success.

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Compensation

    Competitive salaries.

  • Family Support

    Additional resources to support employees with families.

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

Back to Job Navigation (Rewards)

Responsibilities

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.

Call Center Operations Leader - Benefits and HR/Payroll outsourcing experience; This can include medical, pension, 401K, HR and Payroll account governance.

Purpose:
•Responsible for the day to day operations of service delivery and facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.  
•The role is responsible for the overall quality of service delivery of an implementations and /ongoing client accounts.

Scope:
General:
•Develops departmental plans, including business, production and/or organizational priorities
•Interprets internal or external business issues and recommends solutions/best practices
•Decisions are guided by resource availability and functional objectives
•Primarily domestic accountability; may include some international accountability

Primary Responsibilities:
•May perform one or more of the following:
•Managing day to day functions and activities across business administration, including people management. 
•Client or Vendor engagement to ensure service delivery targets are consistently achieved and the customer experience meets expectations. 
•Develop strategy needed to achieve agreed upon service levels
•Drives innovation and efficiencies across our client teams
•Work with the client to manage priorities and expectations
•Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
•Build effective liaisons to manage the transition from implementation to ongoing client delivery
•Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
•Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
•Responsible for compliance, local regulations and policy adherence onsite 
•Responds to ongoing service delivery inquires internally and those presented by our customers
•Identifies and monitors call volume driven trend activities to develop strategic recommendations for continuous improvement. 
•Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities

Qualifications
  • Qualifications 
    Minimum of 3 years of business experience 
    Bachelor’s Degree preferred 
    Delivery / HR / payroll outsourcing management experience desired 
    Exceptional written and interpersonal communication skills 
    Ability to provide strong leadership through coaching and mentoring with a focus on customer service 
    As part of our pre-employment hiring process background checks and drug screens are performed
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.

Apply

The Conduent difference

We’re the world’s largest business process services company — and we’re modernizing the constituent experience.

Learn More

Industries

We improve moments in millions of lives in a variety of industry sectors.

Learn More

Faces of Conduent

Recognizing our employees and their journeys toward success.

Learn More

Sign up for Job Alerts

Join our Talent Network and get Conduent news and job alerts delivered to your inbox.

Interested InSearch for a category, location, or category/location pair, select a term from the suggestions, and click "Add."

  • Service Delivery Operations, Chesapeake, Virginia, United StatesRemove