Call Center & Exceptions 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

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.

We are seeking an experienced and results-driven Call Center & Exceptions Supervisor to lead the daily operations of our customer support and exception processing teams.

This role is responsible for driving operational performance, ensuring service excellence, and developing a high-performing team while maintaining strong client relationships and compliance with established procedures.

Responsibilities

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

Qualifications

• 5+ years of leadership experience in a high-volume payment processing, call center, or operations environment.
• Experience managing teams of 10 or more employees.
• Familiarity with call center and IVR systems, including basic troubleshooting and issue triage.
• Strong attention to detail and accuracy.
• Ability to identify, investigate, and resolve reconciliation discrepancies.
• Experience working 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 in delivering on contract requirements/service level agreements.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and other business applications.

Preferred Qualifications

• Bachelor's degree.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.

In this role, you can expect the following working conditions:

• Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Working For You

Perks and rewards designed for you:

• 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.

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.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $44,660 - $58,000.

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.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.