Call Center Supervisor

Job Description

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

 

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.


Job Description

Description – Supervises the daily activities of business or technical support or production team focused on routine or transactional work. With coordination efforts and resources, drives performance to achieve shared and individual goals.

 

Purpose: Lead and manage all activities associated with the Healthcare Programs Call Center and Enrollment operations in order to meet and exceed contractual obligations to state client. 

 

Responsibilities:

 

Responsible for the delivery of the KPIs of the immediate team, including quality, productivity and compliance parameters.

Delivers regular and timely coaching and feedback to the team members to enhance performance.

Supervises the team members, identifying and addressing developmental issues,  and coaching opportunities.

Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements.

Resolves problems by identifying and selecting solutions and applying technical experience and precedents.

Accountable for analyzing known best practices for continuous improvement.

Responsible for the enforcement of organizational policies and procedures to ensure compliance.

Management responsibilities include hiring & terminating decisions, performance appraisals, pay reviews, training and development for three or more employees.

Drive performance with team by conducting team activities/contests.

Assist in monitoring agent productivity by monitoring long calls, long hold times, completion of callback requests, etc.

Engage with Management/Training to identify areas of opportunity to develop additional training.

Oversees timekeeping/payroll activities confirming all employees are paid in a timely manner.

Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner.

Other duties as assigned.

May require one weekend-day

 

Skills and Qualifications: 

  • High School Diploma or GED Equivalent
  • Call Center/Customer Service Experience
  • Previous Supervisor or Manager experience preferred
  • Excellent communication skills
  • Hands on employee development skills with a proven success record of coaching
  • Ability to drive results based on performance standards
  • Ability to analyze reporting
  • Technical proficiency in Microsoft applications

Closing

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. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.