Call Center Supervisor
External job listingat Conduent
Conduent seeks a Call Center Supervisor to coach agents, manage operational performance, handle escalations, and support service quality and compliance.
Salary
Not provided
Location
Concord, United States
Employment type
Not provided
Workplace
Not provided
Call Center Supervisor
Concord, United States
Job description
About the role
Conduent is seeking a hands-on Call Center Supervisor to lead a team in a fast-paced customer service environment. The role focuses on operational performance, coaching team members, service quality, and compliance with program requirements. The supervisor balances real-time performance management with developing agents and supporting positive customer outcomes.
Responsibilities
- Supervise, coach, and develop 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 coaching, feedback, and training to improve 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 on continuous improvement initiatives and program objectives.
Requirements
Minimum three years of call...
Key facts
- The role leads a team in a fast-paced customer service environment.
- Responsibilities include coaching agents and managing performance, quality, and compliance.
- The role handles escalated customer inquiries and supervisor callback requests.
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Frequently asked questions
What does the Call Center Supervisor do?
The supervisor leads and develops a team of call center agents, manages operational performance, and supports service quality and compliance.
What are the role's responsibilities?
Responsibilities include coaching agents, monitoring performance and staffing, handling escalated inquiries, and preparing operational reports.
What requirement is listed?
The source states: “Minimum three years of call...”