Call Center Supervisor
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. We’re looking for a motivated Call Center Supervisor to lead a team delivering high-quality support in a fast-paced, service-driven environment. In this role, you’ll guide daily operations, coach team members, and use data insights to drive performance, improve customer experience, and ensure compliance with program standards.
Requirements
- Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services.
- Experience using Verizon Max Agent or NICE CXone platforms.
- Ability to analyze problems, interpret data, and incorporate feedback to drive improvements.
- Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
- Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards.
- Strong analytical, writing, and data interpretation skills, including identifying trends and variations.
- Ability to manage multiple priorities, meet deadlines, and remain flexible under pressure.
- Proven ability to maintain strict confidentiality and work independently.
- Capable of delivering constructive feedback and conducting training sessions as needed.
- Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency.
- Ability to collaborate effectively with individuals from diverse backgrounds.
- Proficient with MS Office Suite and general computer applications.
- Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
- Working knowledge of public health, managed care, human services systems, and state/local political environments.
- Bilingual skills.
Nice To Haves
- Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
- Working knowledge of public health, managed care, human services systems, and state/local political environments.
- Bilingual skills.
Responsibilities
- Direct responsibility for hiring and termination decisions.
- Real‑time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards.
- Deliver constructive feedback and conduct training sessions to support agent development.
- Respond to escalated calls when callers request a supervisor callback.
- Review agent timecards for accuracy and compliance with organizational policies.
- Monitor Real‑Time Adherence (RTA) and ensure appropriate staffing coverage throughout the day.
- Conduct real‑time monitoring to maintain service levels and operational efficiency.
- Prepare daily, weekly, and monthly reports summarizing performance metrics, trends, and operational insights.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
