Call Center Supervisor

We’re looking for a motivated Call Center Supervisor to lead a team delivering high-quality support in a fast-paced, service-driven environment. In this role, you’ll guide daily operations, coach team members, and use data insights to drive performance, improve customer experience, and ensure compliance with program standards. Responsibilities Direct responsibility for hiring and termination decisions. Real‑time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards. Deliver constructive feedback and conduct training sessions to support agent development. Respond to escalated calls when callers request a supervisor callback. Review agent timecards for accuracy and compliance with organizational policies. Monitor Real‑Time Adherence (RTA) and ensure appropriate staffing coverage throughout the day. Conduct real‑time monitoring to maintain service levels and operational efficiency. Prepare daily, weekly, and monthly reports summarizing performance metrics, trends, and operational insights. Requirements Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services. Experience using Verizon Max Agent or NICE CXone platforms. Ability to analyze problems, interpret data, and incorporate feedback to drive improvements. Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality. Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards. Strong analytical, writing, and data interpretation skills, including identifying trends and variations. Ability to manage multiple priorities, meet deadlines, and remain flexible under pressure. Proven ability to maintain strict confidentiality and work independently. Capable of delivering constructive feedback and conducting training sessions as needed. Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency. Ability to collaborate effectively with individuals from diverse backgrounds. Proficient with MS Office Suite and general computer applications. Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare. Working knowledge of public health, managed care, human services systems, and state/local political environments. Bilingual skills. Preferred Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare. Working knowledge of public health, managed care, human services systems, and state/local political environments. Bilingual skills. 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: Remote work : Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders. 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. When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! 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.