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Call Center Operations Supervisor

2 months ago

Franklin Township, United States Conduent Business Services Full time

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.