Call Center & Exceptions Supervisor

Conduent State & Local Solutions, Inc • East Lansing, MI

2d • $44,660 - $58,000 • Onsite

About The Position

We are seeking an experienced and results-driven Call Center & Exceptions Supervisor to lead the daily operations of our customer support and exception processing teams. This role is responsible for driving operational performance, ensuring service excellence, and developing a high-performing team while maintaining strong client relationships and compliance with established procedures.

Requirements

• 5+ years of leadership experience in a high-volume payment processing, call center, or operations environment.
• Experience managing teams of 10 or more employees.
• Familiarity with call center and IVR systems, including basic troubleshooting and issue triage.
• Strong attention to detail and accuracy.
• Ability to identify, investigate, and resolve reconciliation discrepancies.
• Experience working with bank partners and internal stakeholders to resolve issues.
• Experience tracking, analyzing, and reporting on operational metrics.
• Strong communication, problem-solving, and coaching skills.
• Experience in delivering on contract requirements/service level agreements.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and other business applications.

Nice To Haves

• Bachelor's degree.

Responsibilities

• Manage the daily operations of the Call Center and Exceptions teams.
• Ensure team performance meets KPIs, SLAs, and operational goals.
• Serve as the primary contact for escalated client and Level 2 support issues.
• Develop and improve call center processes to drive efficiency and service excellence.
• Monitor operations through reporting and audits, identifying opportunities for improvement.
• Provide regular coaching, feedback, and performance management to team members.
• Communicate process changes, business updates, and client requirements to the team.
• Support employee development by identifying training and growth opportunities.
• Promote continuous improvement through analysis of operational metrics and best practices.
• Ensure compliance with company policies, procedures, and quality standards.

Benefits

• Health and Welfare Benefits
• Retirement Savings
• Employee Discounts
• Career Growth Opportunities
• Paid Training
• Paid time off
• health insurance coverage
• voluntary dental and vision programs
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off (PTO) or vacation and/or sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED