Customer Experience Team Lead – Onsite

Conduent; Latham (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Benefits from Day One

Paid training

Paid time off and holidays

Job summary

Conduent is seeking a Team Lead Customer Experience Associate IV (Onsite) in Latham, NY. The role supports Customer Service Representatives, drives performance metrics, and handles escalated issues while training and scheduling staff.

You will act as a key resource for employees and leadership, ensuring service excellence across the center. We offer a competitive hourly wage, benefits from day one, paid training, and opportunities for career growth in a diverse and inclusive work environment.

Qualifications

• At least 1 year in a call center leadership role.
• Must be 18+ and have HS diploma or GED.
• Excellent communication, organizational, and problem-solving skills.
• Ability to pass a background check and drug screening.

Responsibilities

• Lead and support CSRs in a fast-paced CSC.
• Monitor performance and call handling for metrics.
• Maintain knowledge of policies and procedures to deliver high-quality service.
• Resolve escalated inquiries promptly and professionally.
• Assist with workforce management: scheduling and onboarding.
• Support payroll, attendance, and administrative tasks.
• Provide written status updates and reports.

Skills

Leadership

Communication

Problem solving

Organizational skills

Education

High School Diploma or GED

Job description

Conduent is seeking a Team Lead Customer Experience Associate IV (Onsite) in Latham, NY. The role supports Customer Service Representatives, drives performance metrics, and handles escalated issues while training and scheduling staff.

You will act as a key resource for employees and leadership, ensuring service excellence across the center. We offer a competitive hourly wage, benefits from day one, paid training, and opportunities for career growth in a diverse and inclusive work environment.