State of NM Remote Contact Center REP Adecco

Contractor Opportunity

Role Title: Remote Contact Center - Call Center Agent

Location : Remote / Must live in New Mexico

Engagement Type : Contractor via Third Party Supplier

Contracting Entity: Accenture

Supplier of Record: Adecco

Start Date: 8/3/2026

Duration: 12 months with potential for extension

About the Role

We are seeking qualified contractors to fulfil the role of a Contact Call Center Agent, leverage call center experience, strong customer service skills, problem solving, and attention to detail to deliver a positive citizen experience across multiple communication channels.

The ideal candidate enjoys building relationships, adapts quickly to change, and demonstrates professionalism and resilience in a fast‑paced environment.

This opportunity is open to individuals located in New Mexico.

Only New Mexico residents will be considered for this position.

Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office.

The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8-hour shift between 7:00 AM to 7:00 PM Mountain Standard Time

Training Hours are 8 a.m. to 5 p.m. Mountain Standard Time Zone - Monday-Friday

Contractors will be engaged and paid by a third-party payroll supplier, Adecco, which will serve as the employer of record for tax and compliance purposes.

Key Responsibilities

Core Duties

Answer incoming and conduct outbound communications via phone, chat, and email

Follow established call flows and scripts to ensure consistency and quality

Relay accurate findings, decisions, and outcomes to customers regarding eligibility questions for the summer programs, EBT cards, monies they will receive, updating addresses, directing resources on how to apply if not automatically enrolled.

Answer incoming phone calls, conduct outreach phone calls, chats, and/or emails regarding Medicaid

Follow call flows with scripts

Research and review customer inquiries using multiple systems, relaying outcomes to customer

Clearly document call information and encounters in call logs

Review monthly benefit allotments

Assist with re-certifying to retain benefits

Switching insurance coverage

Issuing Medicaid cards

Assist individuals with applying for medical and income benefits

Provide status of application, benefits and eligibility

Deliverables or Project Scope

Timely and accurate resolution of citizen inquiries

Clear and complete documentation of customer interactions and outcomes

Consistent adherence to operational, quality, and compliance standards

Proactive identification of trends and risks impacting service delivery

Collaboration Tools or Platforms

Microsoft Office (Excel, Word, Outlook, Teams)

Internet‑based call handling and chat platforms

Internal research tools, knowledge bases, and call logging systems

Qualifications

High School Diploma or GED equivalent

Minimum of 2 years' experience in Customer Service experience

Minimum 2 years Call Center Experience

Proficiency with computers, including internet navigation, email, and data entry

Preferred Qualifications

Strong listening, verbal, and written communication skills

Reliable internet connection capable of supporting internet‑based calls

Quiet, private remote work location

How to Apply

Please register and submit your resume at Avature Contractor Exchange . Qualified candidates will be contacted by Accenture’s Direct Sourcing team for initial screening, then by Adecco for next steps.

Compliance Notes

This is a contractor role administered through a third-party payroll supplier. The supplier will determine compensation, benefits, and applicable employment policies. The contractor will not be eligible for employee benefits from Accenture.

The supplier will ensure compliance with applicable federal and state laws including ADA, FMLA, and local ordinances.

Contractors must have work authorization that does not now or in the future require sponsorship of a visa for work authorization in the United States.

Individuals currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Contractor candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. A criminal conviction history is not an absolute bar to engagement with Accenture.

Accenture will not discriminate against individuals because they have inquired about, discussed, or disclosed their own pay or the pay of another individual. Those with ac