2021 Voice Agent HR Account

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Conduent Full time

Opportunity Expired

Performs tasks based on established procedures; uses data organizing and coordination skills to support the business and perform technical work.

  • Developed proficiency within a range of analytical or operational processes.
  • Completes assignments and facilitates the work of others.
  • May coordinate assignments beyond the work area.
  • Proposes improvements to processes and methods.
  • Acts as a lead, coordinating the work of others but is not a supervisor.
  • Works autonomously within established procedures.
Functional Knowledge
  • Developed skills in a range of processes, procedures, and systems.
  • Acts as a technical expert in some areas.
Business Expertise
  • Understanding of how teams integrate and work best together to support the achievement of company goals.
Impact
  • Impacts team through the quality of service and sharing of information.
  • Proposes enhancements to work procedures and practices to improve efficiency.
Leadership
  • Serves as a team lead.
  • Allocates work to team members, as appropriate.
  • Provides subject matter guidance to junior team members.
Problem Solving
  • Provides solutions to problems based on existing challenges or procedures.
Interpersonal Skills
  • Effectively exchange information and ideas.
Responsibility Statements
  • Improves participant decision-making process by advising participants on plan provisions.
  • Responds to client-specific inquiries, including telephone and web correspondence.
  • Contacts participants to explain calculations and resolve issues.
  • Identifies solutions to call trends, establishes appropriate agent training needs, and delivers the training.
  • Provides feedback and coaching to agents regarding adherence to centre metrics and established guidelines.
  • Assists junior employees by answering questions or taking escalated calls with guidance.
  • Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.
  • Explains participant forms and provides guidance on completion.
  • Performs other duties as assigned.
  • Complies with all policies and standards.
Work rights

The opportunity is available to applicants in any of the following categories.

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