Manager II, Human Resources
Conduent, Inc
Monterrey, Nuevo Leon,MX
hace 15 días

Description

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. .

Job Overview :

  • Manage the overall operations of the WorkPlace Solutions and LACAR contact centers. Deliver high standard service by making the most effective and efficient use of the Center's staff and technology resources.
  • Monitor, analyze and plan improvements to the center's performance. Manage absentee rates and ensure appropriate coverage.

    Must be staffed to handle the workflow which may require scheduling changes. Contributes to the development / enhancement of processes and procedures and ensures that direct reports operate within these, and company guidelines.

    The manager is the point person to resolve day to day operational challenges, and direct reports concerns. In addition, the manager is the point of contact to handle escalated concerns from callers / employees.

    Ensure that the staff has the knowledge and skills to answer inquiries. Contribute to selecting, hiring, on-boarding, training, orienting, coaching, counseling and disciplining staff.

    Communicate job expectations, planning, monitoring, appraising and be able to quickly resolve challenges regarding systems, telecom and facilities.

    Receives predetermined work assignments that include but are not limited to : managing direct reports payroll, time-off, work schedules, attendance and punctuality, quality, and performance.

    Directs staff to complete assignments using established guidelines, procedures and policies. Responsibilities and Duties :

  • Constantly monitor quality of calls and overall service of both centers and its staff. Address timely all quality / service / operational challenges.
  • Supports the operation by taking calls, per business needs requirements / demands.
  • Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Requires full knowledge of own area of functional responsibility.

  • Interacts daily with direct staff and / or functional peer groups. Interaction normally involves exchange / coaching / assessment or presentation of factual information.
  • Produces / daily / weekly / monthly reports on various aspects of the centers performance, or as needed / requested by upper management.
  • Provides immediate supervision to a group of HR staff, assigning tasks, checking work at frequent intervals, and maintaining schedules.
  • A portion of this time is normally spent performing individual tasks related to the unit or subunit, per upper management direction and assignment.

    Qualifications : - Bachelor's degree in Human Resources / Employee Relations / or related field. - 3-5 years of experience in Employee Relations / Human Resources.

  • 2-3 years experience in Call Center / Customer Service (preferred). - Must be able to speak, read and write English fluently.
  • Proficiency in Microsoft products. - Must be able to work flexible hours if required. - Customer focused, process improvement skilled, problem solving, people skilled.
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