Call Center Team Lead - Coaching for Results

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

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.