Call Center & Exceptions Supervisor

Conduent State & Local Solutions, Inc. seeks a Call Center & Exceptions Supervisor to lead teams supporting state and local government programs. You will oversee call center and exception processing operations, ensuring high-quality citizen service, compliance, and efficiency. Responsibilities include monitoring performance, coaching staff, resolving escalations, and managing complex cases. You will use data and analytics to drive process improvements, support digital platforms, and collaborate with government partners to modernize services for diverse communities.

Responsibilities

• Supervise daily operations of call center and exception processing teams for government programs
• Monitor performance metrics, quality, and adherence to SLAs and compliance standards
• Coach, train, and develop agents to improve service quality and productivity
• Handle complex escalations, exceptions, and client issues to timely resolution
• Collaborate with government clients and internal stakeholders on process improvements
• Analyze call and exception data to identify trends and recommend operational changes
• Ensure procedures comply with public-sector regulations and security standards
• Support workforce scheduling, staffing, and workload balancing
• Document and update standard operating procedures and knowledge resources
• Contribute to continuous improvement and digital transformation initiatives

Required Skills

• Call center operations
• Team leadership
• Workforce management
• Quality assurance monitoring
• Customer service for public-sector programs
• Data and performance analytics
• Process improvement (Lean/Six Sigma familiarity)
• Escalation and exception handling
• Compliance and policy adherence
• CRM and call center platforms