Call Center Supervisor

About the role

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the supervision of Call Center Staff. This person will work in collaboration with Operations Management, the Trainers, and Quality Assurance to ensure staff are meeting contract requirements as they relate to call handling, customer service, and accuracy.

Responsibilities

• Maintaining accountability and responsibility for ensuring unit performance meets service level agreements specified in the contract with the Client.
• Monitoring staff performance on a daily basis to ensure that all contract requirements and corporate standards are met.
• Making recommendations to Operations Manager for operational adjustments.
• Writing and developing policies and procedures when needed.
• Serving as a Call Center SME (Service Matter Expert).
• Evaluating progress toward individual performance objectives and coaching staff on job expectations.
• Providing staff with timely feedback on performance deficiencies, including coaching and formal disciplinary actions.
• Independently addressing deficient areas of staff performance, including Productivity, Quality, and Attendance.
• Effectively listening and communicating clearly and precisely to internal clients as well as external clients.
• Consistently meeting customer’s needs.
• Acting as a liaison with Client and other Business partners to identify and resolve issues and barriers within the process.
• Aiding in recruitment and training.
• Ensuring that time sheets are accurately submitted and approved timely to payroll for processing.

Requirements

• Hold a college degree.
• Have a minimum 2 years call center experience in a supervisory/leadership role.
• Show proficiency with Microsoft Suite (Word, Excel, Outlook).

Qualifications

Flexible Working At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions:

• Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Skills

We are looking for individuals who can bring innovative strategies for continuous operational improvements that result in increased staff productivity, accuracy, and efficiency.

Benefits

Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.

Join Us At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.

With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is ($49,126 - $63,800).

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.