Call Center & Exceptions Supervisor

Conduent State & Local Solutions seeks a Call Center & Exceptions Supervisor to lead a team delivering critical customer support for government programs. This role oversees daily call center and exception processing operations, ensuring service levels, quality, and compliance are consistently met. The supervisor will monitor performance metrics, manage escalations, analyze trends, and drive process improvements. You will coach and develop staff, coordinate with cross-functional teams, and support a culture of accountability, client focus, and continuous improvement in a mission-driven environment.

Responsibilities

• Supervise daily call center and exception processing operations for government client programs
• Monitor agent performance, call quality, and adherence to SLAs and compliance standards
• Manage exception queues, escalations, and complex customer issues to timely resolution
• Analyze call volumes, trends, and exception patterns to improve processes and efficiency
• Develop schedules, assign workloads, and ensure adequate coverage across shifts
• Coach, train, and mentor team members; conduct performance reviews and feedback sessions
• Ensure strict adherence to policies, data security, and regulatory requirements
• Collaborate with cross-functional teams to implement system, process, and policy changes
• Prepare operational reports and metrics for leadership and client stakeholders
• Support continuous improvement, recommending and implementing best practices and automation

Required Skills

• Call center operations management
• Exception processing/queue management
• Performance metrics and KPI tracking
• Workforce scheduling and resource planning
• Customer service and escalation handling
• Process improvement and root cause analysis
• CRM and call center systems (e.g., ACD/IVR)
• Quality assurance and call monitoring
• Compliance and data security awareness
• MS Excel and reporting