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Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Work Leader

Transaction Processing Associate IV

Conduent – El Paso, TX

An uploaded resume is required.

Hours of Operation Mon-Fri, 10am-6:30 pm and OT as needed.

Essential Job Function

• Advise CSR’s on proper procedures for handling customers in compliance with NY E-Z Pass guidelines and business rules

• Act as next step resolution for customer issues and staff the internal Help Desk

• Manage daily workflow and CSR real time adherence to ensure daily SLA’s are met

• Work with floor supervisors regarding staffing levels and schedules

• Advise supervisors of training recommendations for CSR’s

• Meet or exceed established production standards

• Other duties and assignments as determined by the department manager or supervisors

• Compliance with all Conduent policies and procedures, PCI regulations as well as guidelines under the NY E-Z Pass program

Previous Experience and Education

• High School Diploma or equivalent education and experience

• In depth knowledge of NY E-Z Pass guidelines

• Proficiency with Microsoft Office (Outlook, Excel, Word)

• Strong communication skills both verbal and written

• Bilingual preferred

Physical Requirements

Ability to work in an office environment sitting for extended periods of time

Use of computer mouse, keyboard and monitor

Immediate and Continuous Goals and Objectives:

1. Customer Focus―Able to recognize and respond to client needs; able to promote a client focus in employees and develop proactive solutions to clients’ issues.

1. Listening, Understanding, and Responding―Able to use proactive listening skills or attend to non-verbal cues to better understand others’ perspectives, behaviors, and motivations; able to communicate clearly about shared tasks, client needs, the activities of other groups in the organization, and external influences; able to act with integrity and professionalism.

1. Personal Leadership―Able to do what you promise you will do; able to convey enthusiasm about company objectives and make decisions that reflect sound judgment; able to take greater responsibility for the company’s success.

1. Team Leadership―Able to provide meaningful direction and motivation to a common team goal; able to model desired behavior, inspire high performance from employees and encourage high team moral; able to demonstrate behaviors and use language that build trust and do not demean others.

1. Mentoring―Able to provide instruction, suggestions, or feedback that makes sure assigned tasks are clear to employees; able to provide specific feedback, recognition, and rewards for good performance with a spirit of openness and mutual respect; able to deal constructively and properly with performance or discipline problems.

1. Evaluation―Able to assess employees’ strengths and delegate accordingly; able to make employees responsible for meeting performance goals.

1. Teamwork―Able to treat all CONDUENT employees with cooperation and respect; able to consider the perspectives of other departments; able to help resolve any conflicts.

1. Problem Solving―Able to recognize problems and help identify solutions.

1. Valuing Diversity―Able to monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds.

1. Flexibility―Able to adapt behavior and opinions to different situations, individuals, or changing company priorities.

1. Personal Motivation―Able to display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard.

1. Self-Control―Able to remain calm and professional through stressful circumstances; able to solve problems and meet deadlines in difficult circumstances; able to help others manage stress.

1. Action Orientation―Able to follow instructions or take action and address opportunities with little supervision; able to take extra steps to prevent mistakes or create opportunities.

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. which may be below your state’s minimum wage. Please take this into consideration when applying. 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

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.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to [email protected] . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) .