Call Center Supervisor

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Purpose of Position:

The Role of the Call Center Supervisor is to oversee the daily call center activity and personnel to ensure expectations are met/exceeded and to assist in the development and implementation of process and/or operational improvements to enhance efficiency and effectiveness of operations.

Responsibilities:

• Assesses and analyzes team performance, identifies performance gaps and provides feedback and personally coaching CSRs based on QA, Workforce and monitoring reports.
• Provides guidance, leadership and motivation to promote maximum performance, with the agents, on the call center floor.
• Interacts with HR on various issues from employee disciplinary actions, accommodations ADAAA, and FMLA.
• Reviews CRM (CCM) reports as part of agent review, quality issues and escalated inquiries.
• Researches and resolves escalated inquiries from that arise in the call center.
• Interacts with client, vendors, trainers and quality assurance on a regular basis.
• Ensures CSRs check their quality scores consistently.
• Interacts with management and training staff on post training issues for new hires and refresher training topics needed for call staff.
• Must actively communicate with in selected and required TEAM groups regarding system issues, real time issues and chat.
• Must effectively monitor onsite and remote staff for adherence, call avoidance, improper status or inactivity.
• Expected to interact in a professional manner with client and internal contacts, as well as, attend quarterly meetings with clients.
• Actively maintains FEPS timecard and other timekeeping systems, for those CSRs assigned to and monitor use of time off, late arrivals, and absences.
• Attend daily/weekly meetings as required. Offer insight and be active while in attendance.
• Ensures that productivity meets or exceeds service and quality standards, while maintaining accurate records on agent’s performance.
• Motivates and recognizes staff – Leads by example. Remains positive and involved. Active on call center floor.

Hours:

Call Center hours: Monday–Friday, between the hours of 8:30 am – 5:30 pm CST. Any calls in queue at 5:30 pm will need to be assisted. Need to ensure supervisor coverage available for all team members.

Qualifications:

• A minimum of 2 years supervisory experience in a high-volume call center.
• Ability to effectively handle inbound and outbound telephone communication.
• Proficiency with Excel and PowerPoint.
• Ability to display a positive attitude while meeting or exceeding the demands of daily tasks.
• Excellent communication and listening skills.
• Ability to type a minimum of 35 words per minute.
• Strong analytical and problem-solving skills.
• Must be able to prioritize, multitask and stay organized in a constantly changing environment.
• Ability to physically maneuver within the call center.
• Fluency with Spanish a plus.

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.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.