Call Center Supervisor - Fraud
About the role
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. We’re looking for a motivated Fraud Call Center Supervisor to lead a team delivering high-quality support in a fast-paced, service-driven environment.
Responsibilities
Direct responsibility for hiring and termination decisions.
Real-time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards.
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.
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.
Familiarity with MS Office Suite and general computer applications.
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.
Pay
The estimated salary range for this role is $42,427 - $55,100. 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.