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Don't guess if your resume is good enough.
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About the Role
As a Team Lead Customer Experience Associate IV, you will support customer service operations by assisting Customer Service Representatives (CSRs), ensuring service excellence, driving performance metrics, handling escalated customer concerns, and assisting with training, scheduling, and daily operational support. You will serve as a key resource for employees and leadership while helping deliver exceptional customer experience.
Responsibilities
- Lead and support Customer Service Representatives (CSRs) in a fast-paced Customer Service Center (CSC), serving as a readily available resource for managers, supervisors, and team members.
- Monitor performance and call-handling activities to ensure compliance with call center procedures and contractual performance metrics.
- Maintain expertise in policies, procedures, and systems to support the delivery of accurate, high-quality customer service.
- Resolve escalated customer inquiries and issues in a timely, professional manner, ensuring all cases are brought to resolution.
- Assist with workforce management activities, including task assignments, scheduling recommendations, and onboarding and training of new employees.
- Support payroll processing, attendance tracking, and other administrative functions as needed.
- Serve as a backup for supervisory responsibilities when required.
- Participate in cross-functional training to provide operational support.
- Prepare clear and professional written communications, including status updates, reports, and documentation of system or process issues.
Requirements
- Must be at least 18 years old.
- Minimum 1 year of experience in a call center Team Lead, supervisory, management, or leadership role.
- Must successfully pass a background check and drug screening.
- Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations.
- People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.
Skills
- Excellent communication skills
- Excellent organizational skills
- Excellent problem-solving skills
Location
- 1205 Troy-Schenectady Rd., Latham, NY 12110
Work Type
- Onsite
- Full-Time
Experience Level
- 1 year of experience in a call center Team Lead, supervisory, management, or leadership role
Education Level
- High school diploma or GED required
Salary/Compensations
- $20.50/hour
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid training
- Paid time off
- Paid holidays
- Career growth opportunities
- Supportive and inclusive work environment
- Life insurance
- Disability insurance
- Retirement savings plan
About the Company
- 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.
Equal Opportunity
- 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.