Call Center & Exceptions Supervisor

Conduent · United States

We are seeking an experienced and results-driven Call Center & Exceptions Supervisor to lead the daily operations of our customer support and exception processing teams. This role is responsible for driving operational performance, ensuring service excellence, and developing a high-performing team while maintaining strong client relationships and compliance with established procedures. Responsibilities

• Manage the daily operations of the Call Center and Exceptions teams.
• Ensure team performance meets KPIs, SLAs, and operational goals.
• Serve as the primary contact for escalated client and Level 2 support issues.
• Develop and improve call center processes to drive efficiency and service excellence.
• Monitor operations through reporting and audits, identifying opportunities for improvement.
• Provide regular coaching, feedback, and performance management to team members.
• Communicate process changes, business updates, and client requirements to the team.
• Support employee development by identifying training and growth opportunities.
• Promote continuous improvement through analysis of operational metrics and best practices.
• Ensure compliance with company policies, procedures, and quality standards.

• 5+ years of leadership experience in a high-volume payment processing, call center, or operations environment.
• Experience managing teams of 10 or more employees.
• Familiarity with call center and IVR systems, including basic troubleshooting and issue triage.
• Strong attention to detail and accuracy.
• Ability to identify, investigate, and resolve reconciliation discrepancies.
• Experience working with bank partners and internal stakeholders to resolve issues.
• Experience tracking, analyzing, and reporting on operational metrics.
• Strong communication, problem-solving, and coaching skills.
• Experience in delivering on contract requirements/service level agreements.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and other business applications.

• 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.

• 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.