Dispute Operations 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. Conduent’s Dispute Operations team is seeking a dedicated Supervisor to provide day-to-day leadership and oversight to a team of Dispute Operation Analysts. This role partners closely with another established Supervisor to ensure consistent guidance, regulatory compliance, and unified team performance. The Supervisor will help drive a “one-team” culture focused on preventing fraud and delivering exceptional service to cardholders.
Requirements
- High school diploma.
- 2+ years of supervisory experience in a call center or fraud operations environment.
- Demonstrated ability to coach, mentor, evaluate, and motivate employees.
- Adaptability and flexibility to meet evolving business and client needs.
- Strong organizational skills with the ability to analyze information and make sound decisions.
- Excellent communication, problem-solving, and customer service skills.
- Proficiency in Microsoft 365 applications, including Word, Excel, Outlook, and Teams.
Nice To Haves
- Strong working knowledge of fraud processes, investigative procedures, and general contact center policies.
Responsibilities
- Supervise Dispute Operations Analysts: Oversee the daily activities, case handling, and performance of Dispute Operations Analysts to ensure efficient investigation workflows and high-quality customer interactions.
- Drive Operational Excellence: Achieve and maintain KPI targets—including investigation quality, productivity, accuracy, and compliance metrics.
- Provide Coaching and Development: Deliver timely 1:1 coaching, performance feedback, and skill development to support analyst growth and enhance investigative effectiveness.
- Ensure Compliance & Process Adherence: Monitor adherence to fraud investigation procedures, regulatory requirements, and internal policies; promptly communicate updates or changes to the team.
- Support Workforce Readiness: Coordinate training opportunities, identify skill gaps, and recommend development initiatives to strengthen team capabilities.
- Promote Collaboration: Partner with peer Supervisor to ensure alignment, consistency in expectations, and seamless communication across all sub-teams.
- Champion Continuous Improvement: Assess investigation trends, identify process enhancements, and contribute to best-practice solutions that improve operational efficiency.
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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
