Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct responsibility for making hiring and termination decisions.

• Engage in real-time performance management — supervise attendance, offer coaching, and ensure agents adhere to all KPIs and compliance standards.

• Provide constructive feedback and lead training sessions to foster agent development.

• Address escalated calls when callers request a supervisor to return their call.

• Verify agent timecards for accuracy and alignment with organizational policies.

• Monitor Real-Time Adherence (RTA) and guarantee adequate staffing coverage throughout the day.

• Perform real-time monitoring to uphold service levels and operational efficiency.

• Compile daily, weekly, and monthly reports that summarize performance metrics, trends, and operational insights.

⛳️ Requirements

• At least three years of experience in call center management and supervision, preferably within government services supporting consumers in health and human services.

• Familiarity with Verizon Max Agent or NICE CXone platforms.

• Capability to analyze issues, interpret data, and utilize feedback to drive enhancements.

• Proven track record of achieving results through knowledge, empathy, and a dedication to service quality.

• Expertise in real-time performance management, including oversight of attendance, coaching, and ensuring agents meet all KPIs and compliance standards.

• Strong analytical, writing, and data interpretation abilities, including recognizing trends and variations.

• Ability to juggle multiple priorities, meet deadlines, and maintain flexibility under pressure.

• Demonstrated ability to maintain strict confidentiality and work autonomously.

• Skilled in delivering constructive feedback and facilitating training sessions as necessary.

• Proactive communicator with strong organizational abilities and consistent accountability practices to enhance team performance and operational efficiency.

• Capacity to collaborate effectively with individuals from diverse backgrounds.

• Proficient in MS Office Suite and general computer applications.

• Solid 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 abilities.

🏝️ Benefits

• Health and Welfare Benefits: Our health and welfare benefits can be customized to meet you and your family's needs and commence on the first day of employment.

• Retirement Savings: We will assist you in saving for your future.

• Employee Discounts: Enjoy access to a wide array of global, national, and local discounts on merchandise, services, travel, and more.

• Career Growth Opportunities: We are committed to your success, providing opportunities for career advancement across a vast portfolio of businesses and a global presence.

• Paid Training: Earn while you learn, with access to award-winning learning platforms throughout your Conduent career.

• Paid time off: We offer attractive paid time off packages designed for you to enjoy your life outside of work.

• Great Work Environment: We take pride in our award-winning culture and the recognition we've received for our diversity initiatives.