Call Center & Exceptions Operations Supervisor

Conduent; East Lansing (MI); On-site; USD 45,000 - 58,000; Full time

Benefits offered by this job

Health and Welfare Benefits

Retirement Savings

Employee Discounts

Career Growth Opportunities

Paid Training

Paid time off

Job summary

Conduent seeks a Call Center & Exceptions Supervisor to lead daily operations of our Call Center and Exceptions teams. You will drive performance to meet KPIs, escalate Level 2 issues, and improve processes for efficiency and service excellence.

The role emphasizes coaching, stakeholder collaboration, and adherence to quality standards while growing a high-performing team in a client-focused environment.

Qualifications

• 5+ years of leadership in high-volume payment processing, call center, or operations.
• Experience managing teams of 10+ employees.
• Familiarity with call center and IVR systems; basic troubleshooting and triage.
• Strong attention to detail and accuracy.
• Ability to identify, investigate, and resolve reconciliation discrepancies.
• Experience with bank partners and internal stakeholders to resolve issues.
• Experience tracking, analyzing, and reporting on operational metrics.
• Strong communication, problem-solving, and coaching skills.
• Experience delivering on contract requirements and SLAs.

Responsibilities

• Manage daily operations of the Call Center and Exceptions teams.
• Ensure team performance meets KPIs, SLAs, and goals.
• Serve as primary contact for escalated client and Level 2 issues.
• Develop and improve call center processes for efficiency and service excellence.
• Monitor operations via reporting and audits to identify improvements.
• Provide coaching and performance management to team members.
• Communicate process changes and client requirements to the team.
• Support employee development with training opportunities.
• Promote continuous improvement through metrics analysis.
• Ensure compliance with company policies and quality standards.

Skills

Leadership & coaching

Call center management

IVR systems

Attention to detail

Discrepancy resolution

Stakeholder management

Operational metrics

Communication

SLA/compliance

MS Office

Education

Bachelor's degree

Tools

Microsoft Office Suite (Outlook, Teams, Excel, Word)

Job description

Conduent seeks a Call Center & Exceptions Supervisor to lead daily operations of our Call Center and Exceptions teams. You will drive performance to meet KPIs, escalate Level 2 issues, and improve processes for efficiency and service excellence.

The role emphasizes coaching, stakeholder collaboration, and adherence to quality standards while growing a high-performing team in a client-focused environment.