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 are seeking an experienced, hands-on Call Center Supervisor to lead a team in a fast-paced customer service environment. This role is responsible for driving operational performance, coaching team members, ensuring service quality, and maintaining compliance with program requirements. The ideal candidate is a strong people leader who can balance real-time performance management with a service-focused approach to developing agents and supporting positive customer outcomes.
Requirements
- Minimum three years of call center supervisory or management experience.
- Demonstrated ability to lead, motivate, and develop high-performing teams.
- Experience managing KPIs, attendance, adherence, quality, productivity, and customer service metrics.
- Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.
- Excellent verbal and written communication skills, including the ability to provide constructive feedback and deliver training.
- Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
- Proven ability to maintain confidentiality and exercise sound judgment.
- Strong organizational skills with a proactive, accountable approach to leadership.
- Ability to work effectively with diverse teams and stakeholders.
- Proficiency in Microsoft Office Suite and other business applications.
Nice To Haves
- Call center supervisory or management experience supporting government programs, healthcare, Medicaid, or health and human services populations.
- Knowledge of Medicaid programs, medical claims processing, or healthcare customer service operations.
- Experience supporting public health, managed care, or human services programs.
- Familiarity with government contract environments and performance-based service delivery models.
Responsibilities
- Supervise, coach, and develop a team of call center agents to achieve performance, quality, and service goals.
- Make hiring, disciplinary, and termination decisions in accordance with company policies.
- Manage real-time performance, including attendance, schedule adherence, productivity, quality, and compliance metrics.
- Provide ongoing coaching, feedback, and training to improve agent performance and support professional development.
- Handle escalated customer inquiries and supervisor callback requests, ensuring timely and effective resolution.
- Review and approve agent timecards for accuracy and policy compliance.
- Monitor Real-Time Adherence (RTA) and staffing levels to maintain service levels and operational efficiency.
- Conduct call monitoring and quality reviews to identify coaching opportunities and ensure service excellence.
- Prepare and analyze daily, weekly, and monthly operational reports, identifying trends, risks, and improvement opportunities.
- Partner with leadership and support teams to drive continuous improvement initiatives and achieve program objectives.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
