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.

The Call Center Supervisor is responsible for overseeing the daily activities of the Call Center employees both on site and in a WFH (Work From Home) setting.

Hours are Monday - Friday, 3 pm to Midnight.

Position is currently remote but is subject to change.

Primary Responsibilities:

• Provide coaching and training as needed to ensure team performance against department KPIs.
• Establish expectations and turnaround times for your group.
• Monitor workflow and operational efficiency in order to implement changes and improvements.
• Analyze and respond to trends in volume fluctuation, regulatory changes and Client requirements.
• Provide insight into client needs and program requirements.
• Strictly adhere to department standards for maintenance of serviced accounts and consistently maintain current customer, collateral, and status information on all serviced accounts.
• Perform annual performance reviews and monthly performance coaching.
• Work closely with Human Resources to address, resolve and document any staff related issues (i.e. employee counseling, coaching, termination, etc.).
• Participate in the interviewing and hiring process.
• Perform other tasks and special projects as requested.
• Drive you and your group in our company’s values.

Position Requirements:

• Three (3) years of collection/servicing experience.
• Two (2) years’ experience supervising in a fast-paced call center setting.
• High School Diploma or equivalent required, bachelor’s degree preferred.
• Proven record of leading high performing teams.
• Knowledge of collection laws.
• High proficiency in MS Office (Excel, Word, etc.).
• Strong communication and organization skills.
• Must be capable of handling diverse duties and changing deadlines.
• Knowledge of various asset classes desired with Automotive servicing a plus.
• Proficient in Contact Center software preferred.

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.