Call Center Supervisor

Call Center Supervisor

We’re looking for a motivated Call Center Supervisor to lead a team delivering high-quality support in a fast-paced, service-driven environment. In this role, you’ll guide daily operations, coach team members, and use data insights to drive performance, improve customer experience, and ensure compliance with program standards.

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.
• 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.

• Preferred

• 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.

• Flexible Working

• Remote work: Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders.

• Benefits and Perks

• 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.

• About Conduent

• 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. When you join Conduent, you are engaged in creating the future - both our company’s and your own. 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!

• The estimated salary range for this role is $44,660 - $58,000.