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 arrangements. In 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, you’ll 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 50,000 associates in 24 countries, you’ll be part of a global team that’s 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 performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In 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 ($42,497 - $50,000)