Call Center Escalation 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

Job Description

As a Call Center Escalation Supervisor you will be a key member of the Card Advocacy service team in our mission to create a great client experience. Escalation Professionals work in a team environment to provide issue resolution through different operating channels. Escalation Professionals act as our second line of defense when clients or employees need to escalate concerns regarding an interaction or account related matter. You will primarily be responsible for determining if exceptions to our standard operating procedures are warranted and appropriate and, if so, facilitate obtaining exceptions approval. To perform this work, the specialists use reference materials, such as job aids, quality checklists, templates, and procedures. Escalations Professionals are experts for our internal systems and processes, while being highly aware of industry standards and regulations. Completing research efficiently and owning issues from start to finish will be key to success in this role. Leveraging relationships with various areas of Operations to problem solve is also key to the role. You may also participate in working groups for various projects or pilot programs to drive process improvement.


Job Responsibilities:

Manage customer escalations and coordinate resolution efforts with key stakeholders by working cross-functionally

Manage escalation action items and ownership

Manage communications, technical and non-technical, matching stakeholder needs

Track that escalations are addressed within required timelines

Identify escalation triggers and sources with the goal to reduce escalation volume and a focus on problem avoidance

Lead improvements by developing and monitoring dashboards to proactively monitor trends and customer escalations

Use data to identify process and workflow breakdowns and lead efforts to implement process changes and monitor impact. Influence others towards action and change to optimize productivity

Facilitate and report global Support leadership updates and represent Support to other customer facing teams to ensure appropriate visibility of key customer issues

Support the leadership team in strategic, business, and operational planning


Skills and Qualifications:

3+ years in Call Center

3+ Years in Claims, or Fraud Investigations

3+ Years in Supervisory experience

Experience in data-driven decision making

Proven experience in managing cross functional projects and initiatives

Must be able to stay calm and clear headed under pressure

Resolve competing priorities through effective communication

Experience in a Customer Service or Claims organization is a plus



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.