Call Center Supervisor

Conduent; Concord (NH); On-site; USD 45,000 - 58,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Employee discounts

Career growth

Paid training

Paid time off

Great work environment

Job summary

Conduent is seeking an experienced Call Center Supervisor to lead a fast-paced customer service team in Concord, NH. The role focuses on driving performance, coaching agents, and ensuring service quality while complying with program requirements.

The ideal candidate will balance real-time management with people leadership to develop staff and deliver positive outcomes for clients. Onsite role with comprehensive benefits and growth opportunities within a global organization.

Qualifications

• Minimum three years of call center supervisory or management experience.
• Proven ability to lead, motivate, and develop high-performing teams.
• Experience managing KPIs, attendance, adherence, quality, productivity, and customer service metrics.
• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.
• Excellent verbal and written communication skills, including the ability to provide constructive feedback and deliver training.
• Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
• Proven ability to maintain confidentiality and exercise sound judgment.
• Strong organizational skills with a proactive, accountable approach to leadership.

Responsibilities

• Supervise, coach, and develop a team of call center agents to achieve performance, quality, and service goals.
• Make hiring, disciplinary, and termination decisions in accordance with company policies.
• Manage real-time performance, including attendance, schedule adherence, productivity, quality, and compliance metrics.
• Provide ongoing coaching, feedback, and training to improve agent performance and support professional development.
• Handle escalated customer inquiries and supervisor callback requests, ensuring timely and effective resolution.
• Review and approve agent timecards for accuracy and policy compliance.
• Monitor Real-Time Adherence (RTA) and staffing levels to maintain service levels and operational efficiency.
• Conduct call monitoring and quality reviews to identify coaching opportunities and ensure service excellence.
• Prepare and analyze daily, weekly, and monthly operational reports, identifying trends, risks, and improvement opportunities.
• Partner with leadership and support teams to drive continuous improvement initiatives and achieve program objectives.

Skills

Call center supervision

Team leadership

Coaching

Performance management

KPIs and metrics

Communication skills

Analytical skills

MS Office

Tools

Microsoft Office

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

We are seeking an experienced, hands-on Call Center Supervisor to lead a team in a fast-paced customer service environment.

This role is responsible for driving operational performance, coaching team members, ensuring service quality, and maintaining compliance with program requirements. The ideal candidate is a strong people leader who can balance real-time performance management with a service-focused approach to developing agents and supporting positive customer outcomes.

Responsibilities

• Supervise, coach, and develop a team of call center agents to achieve performance, quality, and service goals.


• Make hiring, disciplinary, and termination decisions in accordance with company policies.


• Manage real-time performance, including attendance, schedule adherence, productivity, quality, and compliance metrics.


• Provide ongoing coaching, feedback, and training to improve agent performance and support professional development.


• Handle escalated customer inquiries and supervisor callback requests, ensuring timely and effective resolution.


• Review and approve agent timecards for accuracy and policy compliance.


• Monitor Real-Time Adherence (RTA) and staffing levels to maintain service levels and operational efficiency.


• Conduct call monitoring and quality reviews to identify coaching opportunities and ensure service excellence.


• Prepare and analyze daily, weekly, and monthly operational reports, identifying trends, risks, and improvement opportunities.


• Partner with leadership and support teams to drive continuous improvement initiatives and achieve program objectives.

Requirements

• Minimum three years of call center supervisory or management experience.


• Demonstrated ability to lead, motivate, and develop high-performing teams.


• Experience managing KPIs, attendance, adherence, quality, productivity, and customer service metrics.


• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.


• Excellent verbal and written communication skills, including the ability to provide constructive feedback and deliver training.


• Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.


• Proven ability to maintain confidentiality and exercise sound judgment.


• Strong organizational skills with a proactive, accountable approach to leadership.


• Ability to work effectively with diverse teams and stakeholders.


• Proficiency in Microsoft Office Suite and other business applications.

Preferred Qualifications

• Call center supervisory or management experience supporting government programs, healthcare, Medicaid, or health and human services populations.


• Knowledge of Medicaid programs, medical claims processing, or healthcare customer service operations.


• Experience supporting public health, managed care, or human services programs.


• Familiarity with government contract environments and performance-based service delivery models.

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.