Call Center Supervisor

About the role

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.

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.

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.

Qualifications

• 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.

Schedule

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.

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 support you as you save for your future.
• Employee Discounts: Access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: 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 career.
• Paid time off: Attractive paid time off packages designed for you to enjoy your life away from work.
• Great Work Environment: Award-winning culture and recognition for diversity efforts.

Pay

The estimated salary range for this role is $44,660 - $58,000. Actual salaries may vary based on factors including but not limited to location, experience, and performance. In addition to base pay, this position may be eligible for a bonus or incentive. Conduent provides a variety of benefits 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.