Call Center Manager

Conduent State & Local Solutions, Inc•Newark, NJ

2d•$77,924 - $101,200•Onsite

About The Position

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. The Call Center Manager oversees the daily operations of the call center, ensuring high‑quality customer service, efficient workflows, and strong team performance. This role is responsible for leading onshore and offshore call center staff, monitoring and enhancing performance metrics, resolving escalated issues, and driving continuous improvement across processes and customer interactions.

Requirements

2 years of experience working in a call center leadership or customer service management role.
Strong understanding of call center operations, performance metrics, and workforce management.
Excellent communication, coaching, and conflict‑resolution skills.
Ability to analyze data, prepare reports, and present findings to leadership.
Experience with call center technologies (ACD, CRM systems, reporting tools).
Proficiency with MS Office (Word, Excel, PowerPoint, Outlook).
Strong organizational and problem‑solving abilities.
Able to travel locally to client site as needed.

Nice To Haves

Bachelor’s degree in business, communications, or a related field.
Experience implementing process improvements or leading change initiatives.
Background in quality assurance, training, or workforce management.
Experience managing onshore and offshore employees.

Responsibilities

Supervise day‑to‑day call center operations and ensure adequate staffing coverage.
Hire, onboard, and train call center representatives.
Coach and support staff through challenging customer interactions.
Monitor performance metrics and conduct regular evaluations.
Analyze call center data and prepare reports for leadership.
Lead team meetings and communicate updates, goals, and performance expectations.
Contributes to operational business plans and priorities by applying company policies and procedures to resolve a variety of issues, including analyzing and resolving escalated customer service issues.
Ensure compliance with company policies, data protection rules, and regulatory requirements.
Identify process improvement opportunities and implement effective solutions.
Develop and manage call center schedules, budgets, and resource plans.
Change management functions within the call center (up to 250 call center agents) to ensure that procedural and systemic changes are reflected in organizational practices.
Engage with the client to provide an overview of call center metrics.

Benefits

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

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