# Call Center Supervisor at Conduent State Healthcare, LLC… > Call Center Supervisor at Conduent State Healthcare, LLC in Concord, New Hampshire, United States. Category: Customer Service Jobs. View full job details… # Call Center Supervisor Conduent State Healthcare, LLC ## Job Description Call Center Supervisor Responsibilities - Supervise, coach, and develop a team of 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 ongoing coaching, feedback, and training to improve agent 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 to drive continuous improvement initiatives and achieve program objectives. Requirements - Minimum three years of call center supervisory or management experience. - Demonstrated ability to lead, motivate, and develop high-performing teams. - Experience managing KPIs, attendance, adherence, quality, productivity, and customer service metrics. - Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions. - Excellent verbal and written communication skills, including the ability to provide constructive feedback and deliver training. - Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment. - Proven ability to maintain confidentiality and exercise sound judgment. - Strong organizational skills with a proactive, accountable approach to leadership. - Ability to work effectively with diverse teams and stakeholders. - Proficiency in Microsoft Office Suite and other business applications. Preferred Qualifications - Call center supervisory or management experience supporting government programs, healthcare, Medicaid, or health and human services populations. - Knowledge of Medicaid programs, medical claims processing, or healthcare customer service operations. - Experience supporting public health, managed care, or human services programs. - Familiarity with government contract environments and performance-based service delivery models. Flexible Working - Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career. Working 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 - 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. ## Related Jobs Manager, Customer Service MI Windows and Doors Manager Tax Support Associate – Retail Intuit Full Time Customer Service Agent Unifi Aviation, LLC Full Time Full and Part-Time Customer Service Team Member 71 Crew Carwash Full Time Produce Customer Service Wegmans Food Markets Full Time Customer Service Agent Securitas Technology Full Time Contact Center Technical Support Representative MCI Careers Full Time Call Center Technical Support Representative MCI Careers Full Time ## Related Searches