Supervisor, Benefits Administration Services Beneficiary Support Team

Supervisor Benefits Administration Services - Beneficiary Support Team

Do you enjoy leading teams in a fast-paced customer support environment
Do you thrive on coaching employees improving performance and resolving escalated issues

About the Role

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.

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

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

Flexible Working

At Conduent we value individuality and flexible working this role you can expect:

• Remote Work: Enjoy the flexibility of working from home while optimizing your work-life balance.

Working for You

We offer perks and rewards designed to support you:

• 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.

Join Us:

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 youll find opportunities to:

• Bring your authentic self to work every day.
• Grow and thrive both personally and professionally.
• Make a meaningful impact with our clients in our communities and for the millions of people we serve.

With over 50000 associates in 24 countries youll be part of a global team thats shaping the future for the company and for yourself.

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 addition to base pay this position based on business need may be eligible for a bonus or 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 ($42497 - $50000)