Call Center Supervisor

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $44.7k - $58k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Conduent

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🤝 B2B

🛍️ eCommerce

🏛️ Government

💰 Venture Round on 2009-01

B2B • eCommerce • Government

Conduent is a leading provider of technology-led solutions aimed at enhancing customer experiences and improving operational efficiency for businesses and government agencies. The company offers a wide range of services, including customer experience management, finance and accounting solutions, human capital management, integrated digital solutions, and specialized services for healthcare and public sector clients. By leveraging automation and analytics, Conduent helps organizations streamline processes and drive business success.

📋 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.