Call Center Operations Supervisor

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 summary:

The Call Center Operations Supervisor will lead a team of approximately fifteen (15) agents. The Supervisors are responsible for the day-to-day operations, call center performance, metric/KPI Management and overall execution. They will also be accountable for team’s respective performance and are expected to successfully, coach, develop, motivate, and inspire high performance, quality guidelines, policy adherence, and goal attainment with a positive outlook.

This is a very demanding, expanding and continually evolving, growing role, ideal for someone who loves a challenge, wants to roll up their sleeves, learn, grow and become part of an exceptional team. 

Working periods for this role may change based on Client needs. The overall organization provides services 8:00 am – 8:00 pm EST, Monday- Friday, daily. (It will be scheduling work hours within that range.)

This position can be remote, and reports to the Program Lead in direct support of the designated Pharma and Life Sciences Patient Assistance Program. 

Job responsibilities include, but not limited to:

• The Operations Supervisor will conduct patient services operations as assigned.
• Accountable for team compliance in a complex specialty pharmaceutical product patient assistance services program.
• Responsible for the delivery of the KPIs of the immediate team, including quality, customer satisfaction, productivity, and compliance parameters.
• Deliver regular and timely call Monitoring, coaching and feedback to the team members to enhance performance.
• Ensure proper and timely dissemination of all processes and business updates to the team, based on client requirements and organization standard operating procedures.
• Supervise the team members, identifying and addressing developmental issues, coaching opportunities, and recommending training interventions.
• Accountable for analyzing known best practices for continuous improvement.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Responsible for day-to-day operations, call center performance and metric/KPI management.
• Client escalations are required.
• Contribute to Overall Program Strategic Vision and Plan.
• Special Projects and reporting as required.
• Makes Recommendations for improving operations/call center/process/procedures and overall team effectiveness/efficiencies.
• Staffing attendance and adherence to schedule accountability.
• Communication lead to respective teams.
• Team Motivator, ambassador of / with overarching Strategy of Cultural / Environmental Improvements.

Required Experience:

• Bachelors’ or higher college degree or clearly documented certification of equivalent education.
• Functional knowledge of healthcare industry products and service processes.
• Minimum of five (5) years personally achieving defined metrics within a call center or operations center.
• Minimum of two (2) years leading others to achieve defined metrics in a call center or operations center.

Preferred Experience: 

• Healthcare industry experience.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. 

In this role, you can expect the following working conditions:

• Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

Working For You

Perks and rewards designed 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

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can: 

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. 

When you join Conduent, you are engaged in creating the future – both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $43,888 – 52,000.

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. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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