Call Center Supervisor

🔥 3 hours ago

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Conduent

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🤝 B2B

☁️ SaaS

🏢 Enterprise

🔥 Funding within the last year

💰 $93M Post-IPO Debt - Conduent on 2025-08

B2B • SaaS • Enterprise

Conduent is...

📋 Description

• 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.

🎯 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.

🏖️ 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.