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Transaction Processing Service Delivery Supervisor - Lake CCC

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.
The Transaction Processing Supervisor is responsible for managing a Team of workers to fulfill the tasks and take calls from clients; ensuring appropriate policy and procedure are followed to meet the requirements of the State as well as Conduent business practice.
Teams may have a broad range of skills and abilities, requiring coaching for training and development. The position requires skilled organization and administration, as well as combining excellent "people skills" for management and buy-in to the programs and processes.
Supervisors should be able to manage horizontally and vertically as interaction across the business may be required. These skills not only require internal interaction with other ACS as well as State employees, but also with clients when taking an escalated issue.
Strong ethical values and understanding of complex issues are two major components of the Supervisor role as well.
General:
Administration: FEPS, Report and Records (Attendance Tracking, ad hoc).
Resource for ACS questions.
Resource for state policy questions, staying current through the available methods such as ICES and Ops, as well as discussions with QA and Training.
Complete Ad hoc and special assignments as requested by Management.
Working vertically and horizontally, ensure application of policy and procedure is consistent with local and corporate practice.
Soft Skills:
Demonstrate dependability responsibility, high integrity, and treat others with respect.
Set and maintain a consistent, positive tone, communicating clear expectations and goals.
Under leadership of center and project management, support ACS and IEMP programs, policies, and procedures.
Stress Accountability at the Supe/TL and Worker level.
Production and Quality:
Regularly communicate production and quality results.
Lead Team to exceed 90% QA Quality Goal.
Work with QA to recognize and understand areas of focus and improvement.
Lead Team to exceed production level
Monitor Queues for results & ensure Team Members working in right areas.
Training, Development, & Motivation:
Complete all training requests including Weekly Quiz.
Review and provide positive feedback when appropriate.
Review and provide coaching, moving to PIR to impress expectations.
Know and understand your team members, focusing on areas of expertise for professional development, recognizing future opportunities.
Conduct regularly scheduled Team Meetings to provide forum for communication, questions, and continuity.
Conduct regular 1 on 1's with each Team Member for feedback and development.
Motivate using competitions, recognition, and rewards.
Set attendance expectation.
Provide feedback, coaching, and initiate PIR for infractions as outlined by policy.
Technical Skills:
Smart, ICES, WFMS/FACTS, and other systems utilized on Project and/or in State of Indiana systems.
Learn and understand reports and information to use in daily coaching and development.
Minimum Requirements:
High School education/GED
Proficiency in MS Office software and use.
Preferred Experience:
College Degree
Management experience in call center/service center with experience in public policy administration.
Two years' experience in Public Assistance Programs such as TANF, Medicaid, FS, etc.
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.
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