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Conduent Customer Experience Associate IV - Team Lead in Ridgeland, Mississippi

About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description

Team Lead for Customer Experience

Full time, regular position with benefits after 60 days. Must be at least 18 years of age. Must be comfortable working in a computer environment and navigating through multiple screens. Prior call center experience required.

Work hours and days may vary, must be flexible.

Job Track Description:

  • Performs business support or technical work, using data organizing and coordination skills.

  • Performs tasks based on established procedures.

  • In some areas, requires vocational training, certifications, licensures, or equivalent experience.

Skills/Experience/Education:

  • Associate’s Degree or higher

  • Payment processing experience

  • Previous managerial or supervisory experience leading a team

  • Schedule availability must be flexible as hours of operations may change in the future based on business needs

General Profile

Proficient in a range of operational processes through prior job-related experiences and training.

Completes assignments and guides the work of peers and other team members.

May work cross-functionally, in different areas when necessary.

  • Proposes improvements to processes and methods.

  • Works within established procedures and practices.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems

  • Acts as a technical expert in an area.

Business Expertise

  • Understanding of how teams integrate and work best together to support the achievement of company goals

Impact

  • Impacts own team and other teams whose work activities are closely

  • Impacts the end-user for a more efficient and pleasant experience.

Leadership

  • Serves as a team head and may allocate work.

  • May give subject matter guidance to junior team members.

Problem Solving

  • Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

  • Exchanges ideas and information effectively.

Warm and patient demeaner, showing empathy and understanding to the end user.

Responsibility Statements

  • Provides customers with information that is specialized and communicated in warm empathetic manner.

  • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

  • Identifies customer needs by referring to case notes, examining each as a specific case

  • Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.

  • Provides customers with information that is specialized and communicated in warm empathetic manner.

  • Gathers all necessary information to update the database

  • Explains company policies to customers as required

  • Guides end-to-end resolution of customer issues, seamlessly and efficiently

  • Supports and mentors less experienced team members

  • Performs other duties as assigned

  • Complies with all policies and standards

Closing

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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent’s ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

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