Supervisor

Call Center Supervisor

Client: Conduent
Location: East Hartford, CT 06108
Worksite: 77 Hartland Street, East Hartford, CT 06108
Pay Rate: $31.52 per hour
Schedule: Full-Time, 40 hours per week (8 hours per day)
Employment Type: W-2 Contract
Work Arrangement: Onsite
Requisition #: CNDTJP00006761
Openings: 1

Position Overview

We are seeking an experienced and motivated Call Center Supervisor to oversee daily call center operations and lead a team of customer service representatives supporting a State of Connecticut government services contract.

Reporting to the Site Operations Manager, the Call Center Supervisor will be responsible for employee performance, coaching, quality assurance, productivity, attendance, and compliance with contractual service level agreements (SLAs).

The ideal candidate has strong call center leadership experience, excellent communication and problem-solving skills, and a demonstrated ability to motivate employees, improve operational efficiency, and deliver high-quality customer service.

This position requires close collaboration with Operations Management, Training, Quality Assurance, and other business partners to ensure contract requirements are consistently met.

Key Responsibilities

Call Center Operations & Performance Management

• Supervise daily call center activities to ensure service level agreements, productivity goals, quality standards, and contractual requirements are met.

• Monitor individual and team performance, including call handling, accuracy, timeliness, attendance, and customer service quality.

• Track and analyze operational metrics, identify performance trends, and recommend improvements to management.

• Prepare and maintain accurate daily and monthly performance reports.

• Ensure employees follow established company policies, procedures, and client requirements.

• Identify workflow inefficiencies and implement improvements to increase productivity, accuracy, and operational effectiveness.

• Serve as an escalation point for complex customer inquiries, case reviews, complaints, and operational issues.

Leadership, Coaching & Employee Development

• Provide daily leadership, direction, and support to call center representatives.

• Establish clear performance expectations and communicate individual and team goals.

• Conduct regular coaching sessions, monthly performance assessments, and annual performance evaluations.

• Identify performance deficiencies and implement corrective action plans when necessary.

• Address employee performance concerns involving productivity, quality, attendance, and workplace conduct.

• Provide constructive feedback, document performance discussions, and administer disciplinary actions when appropriate.

• Support employee training, professional development, and career advancement.

• Foster a positive, accountable, and collaborative team environment.

Quality Assurance & Compliance

• Ensure call center activities comply with contractual requirements, corporate standards, and established operating procedures.

• Partner with Quality Assurance and Training teams to identify performance gaps and implement corrective actions.

• Monitor quality assurance results and ensure employees meet established accuracy and customer service standards.

• Assist with developing, updating, and implementing operational policies and procedures.

• Maintain knowledge of relevant government programs, social services, and business processes to support staff and resolve escalated issues.

• Serve as a subject matter expert for call center procedures and operational requirements.

Customer Service & Communication

• Ensure timely and professional resolution of customer complaints, inquiries, and escalated cases.

• Promote excellent customer service practices throughout the team.

• Communicate effectively with employees, management, internal departments, and external business partners.

• Serve as a liaison with the Connecticut Department of Social Services (DSS) and other business partners to resolve operational issues.

• Ensure outbound and inbound call activities meet contractual response time requirements.

• Identify recurring customer service issues and recommend process improvements.

Administrative & Operational Support

• Assist with recruiting, onboarding, and training new call center employees.

• Review and approve employee timesheets accurately and on schedule.

• Monitor attendance, quality assurance results, and employee performance documentation.

• Maintain operational reports, employee records, and other required documentation.

• Complete assigned projects and deliverables within established deadlines.

• Communicate potential delays, operational concerns, and staffing needs to management.

• Perform additional supervisory and administrative duties as assigned.

Required Qualifications

• College degree or equivalent combination of education and relevant work experience.

• Minimum of 2 years of call center experience in a leadership or supervisory role.

• Demonstrated experience supervising, coaching, training, and developing customer service employees.

• Strong understanding of call center operations, performance metrics, customer service procedures, and quality standards.

• Experience monitoring productivity, attendance, quality assurance scores, and employee performance.

• Ability to manage employee performance concerns and implement corrective actions.

• Strong analytical, organizational, and problem-solving skills.

• Excellent written and verbal communication skills.

• Proficiency with Microsoft Office, computer systems, and standard business software.

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Strong interpersonal skills and the ability to work effectively with employees, management, and external stakeholders.

Preferred Qualifications

• Experience supervising call center operations supporting government programs, healthcare services, or public assistance programs.

• Familiarity with State of Connecticut government services or Department of Social Services (DSS) operations.

• Experience managing service level agreements (SLAs) and contractual performance requirements.

• Experience developing performance improvement plans and conducting employee evaluations.

• Knowledge of quality assurance processes, call center reporting, and continuous improvement practices.

• Experience assisting with employee recruitment, onboarding, and workforce development.

Work Environment

• Position is performed onsite in a professional call center environment.

• Fast-paced setting requiring frequent interaction with employees, management, and business partners.

• Must be flexible to work overtime, evenings, or occasional weekends as operational needs require.

• Occasional travel may be required.

Ideal Candidate

The ideal candidate is a hands-on call center leader who can balance employee development with operational accountability. This individual should be comfortable managing performance metrics, coaching employees, resolving escalated customer issues, and ensuring service levels are consistently achieved.

Candidates with experience supervising high-volume customer service teams in government services, healthcare,