Lead Contact Center Agent - Medicaid Enterprise Data Warehouse (EDW) Support Team

Join Our Team: Lead Contact Center Agent for Medicaid Enterprise Data Warehouse (EDW) Support

At Conduent, we're dedicated to delivering exceptional outcomes for our clients and the millions of people who count on them. As a Lead Contact Center Agent, you'll have the opportunity to personally thrive, make a difference, and be part of a culture where individuality is noticed and valued every day. We're seeking a highly skilled and motivated professional to lead our Medicaid Enterprise Data Warehouse (EDW) support team, providing top-notch service to end-users and contributing to the success of our clients.

About Conduent and Our Culture

Conduent is a global company that delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments. We're proud of our award-winning culture and the recognition we've received for our diversity efforts. Our company values flexibility, growth, and making a difference. We strive to create a culture where you can bring your authentic self to work, grow and thrive both personally and professionally, and make a difference with our clients, in our communities, and with the millions of people we support.

Role Snapshot:

• Job Title: Lead Contact Center Agent - Medicaid Enterprise Data Warehouse (EDW) Support
• Start Date: Immediate openings available
• Location: Remote
• Compensation: Competitive salary with estimated hourly range of $21 to $24, depending on experience and skills
• Company: Conduent

Key Responsibilities:

As a Lead Contact Center Agent, you will play a critical role in providing exceptional support to end-users of the Medicaid Enterprise Data Warehouse (EDW). Your responsibilities will include:

• Leading a team of junior team members to ensure high-quality support for EDW end-users
• Providing informal guidance and support to junior team members on contact center services
• Serving as the primary point of contact for day-to-day end-user support operations activities
• Assessing the nature of transactions/calls and determining whether they can be handled in-place or require further follow-up
• Executing routine inbound and outbound call/contact center activities concerning EDW business products/services
• Providing customized information to users and deriving necessary information to update databases
• Escalating issues to senior levels as needed
• Assisting in the development and maintenance of operational policies and procedures
• Participating in audit compliance activities and reporting

Essential Qualifications:

To be successful in this role, you will need:

• A high school diploma or equivalent
• Availability to work 8:00 a.m. - 5:00 p.m. MDT
• Proficiency with Microsoft Office Suite

Preferred Skills and Experience:

We prefer candidates with:

• Experience managing/leading a team in a call center environment
• A college degree
• Call center experience
• Experience working in end-user technical support
• Experience in public sector healthcare, Medicaid, and/or CHIP

Skills and Competencies:

To excel in this role, you will need:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong leadership and team management skills
• Ability to adapt to changing priorities and technologies

Career Growth Opportunities and Learning Benefits:

At Conduent, we're committed to helping you grow and thrive in your career. We offer:

• Opportunities to advance your career with a vast portfolio of businesses and a global footprint
• Access to award-winning learning platforms throughout your Conduent career
• Paid training and development programs
• Career growth opportunities and mentorship

Work Environment and Company Culture:

We offer a flexible and supportive work environment that allows you to:

• Work remotely and enjoy the convenience of working from home
• Maximize your time and unplug at the end of your workday
• Be yourself and bring your authentic self to work
• Grow and thrive both personally and professionally
• Make a difference with our clients, in our communities, and with the millions of people we support

Compensation, Perks, and Benefits:

We offer a comprehensive compensation package that includes:

• Competitive salary with estimated hourly range of $21 to $24, depending on experience and skills
• Health and welfare benefits that can be tailored to fit you and your family's needs
• Retirement savings plan
• Employee discounts on merchandise, services, travel, and more
• Paid time off and attractive paid time off packages

Why Join Conduent?

At Conduent, we're one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:

• Bring your authentic self to work
• Grow and thrive both personally and professionally
• Make a difference with our clients, in our communities, and with the millions of people we support

How to Apply:

If you're excited about this opportunity and want to join our team, please apply now! We look forward to hearing from you.

Apply To This Job

Equal Opportunity Employer:

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.