Êll Center Supervisor

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description We are looking for an experienced Call Center Supervisor to organize, coach and develop a team of up to 25 Call Center Associates. You will be responsible for assessing their work and providing feedback to maximize performance. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented. The goal is to drive excellent performance from your team that will bring sustainable business growth. Primary Responsibilities: Hiring, training, and preparing call center representatives to respond to customer questions, complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Contribute to departmental business plans and priorities. Answering agent questions regarding best practices or difficult calls. Anticipating escalation and take over calls, when needed. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize customer satisfaction. Requirements: Call Center Supervisor experience. Proficiency with MS Office (Word, Outlook, Excel, and Power Point). Proficiency with technology, especially computers, software applications, and phone systems. Ability to coach, develop, and motivate employees and evaluate their performance. Excellent problem solving, leadership, and customer service skills. Knowledge of performance evaluation procedures. Excellent organizational and leadership skills. Exceptional verbal and written communication skills. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. 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