DXC Technology Call Center Team Lead in Conway, Arkansas

Job Description:

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology .

Job Description: The Insurance/Healthcare job family contains positions associated with providing consultancy utilizing knowledge and expertise on insurance and healthcare. Provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions. Responds to provider appeals and meets with providers to resolve problems/issues.

Responsibilities:

  • Provide daily leadership/floor support to agents by assisting with Provider enrollment calls and inquiries

  • Coach, mentor and support call center reps day to day

  • Monitor CCM (Call Center Manger) to manage call queue’s and agents AUX codes

  • Monitor Avaya system to manage agents AUX codes, call times and adherence

  • Provide QA (Quality Assurance) feedback

  • Reimage PC’s for New hires and for existing agents that has computer failures

  • Setup workstation for new hires and provide training materials

  • Provide virtual room and floor support to agents in a timely manner

  • Install all necessary software needed to provide customer service to Medicaid Providers

  • Take provider calls during gaps, low attendance or unexpected events

  • Other duties as required/ must be available to work overtime occasionally

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities