Call Center Supervisor

Conduent•Concord, NH

1d•$44,660 - $58,000•Onsite

About The Position

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.