About this role
Role Overview
- Direct responsibility for hiring and termination decisions.
- Real‑time performance management — oversee attendance, provide coaching, and ensure agents meet all KPIs and compliance standards.
- Deliver constructive feedback and conduct training sessions to support agent development.
- Respond to escalated calls when callers request a supervisor callback.
- Review agent timecards for accuracy and compliance with organizational policies.
- Monitor Real‑Time Adherence (RTA) and ensure appropriate staffing coverage throughout the day.
- Conduct real‑time monitoring to maintain service levels and operational efficiency.
- Prepare daily, weekly, and monthly reports summarizing performance metrics, trends, and operational insights.
Requirements
- Minimum of three years of call center management and supervisory experience, ideally within government services supporting consumers in health and human services.
- Experience using Verizon Max Agent or NICE CXone platforms.
- Ability to analyze problems, interpret data, and incorporate feedback to drive improvements.
- Demonstrated ability to achieve results through knowledge, empathy, and commitment to service quality.
- Skilled in real-time performance management, including attendance oversight, coaching, and ensuring agents meet all KPIs and compliance standards.
- Strong analytical, writing, and data interpretation skills, including identifying trends and variations.
- Ability to manage multiple priorities, meet deadlines, and remain flexible under pressure.
- Proven ability to maintain strict confidentiality and work independently.
- Capable of delivering constructive feedback and conducting training sessions as needed.
- Proactive communicator with strong organizational skills and consistent accountability practices to support team performance and operational efficiency.
- Ability to collaborate effectively with individuals from diverse backgrounds.
- Proficient with MS Office Suite and general computer applications.
- Strong understanding of Medicaid, CHIP, and general human services programs; knowledge of NJ FamilyCare.
- Working knowledge of public health, managed care, human services systems, and state/local political environments.
- Bilingual skills.
Benefits
- 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.