Call Center Supervisor

Conduent • Remote, NH

7h • $44,660 - $58,000 • Hybrid

About The Position

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed