Supervisor, Customer Experience - Conduent

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.

A Supervisor is needed for a call center that services New Jersey child support clients.  The Supervisor will be responsible for safeguarding highly confidential information and providing guidance to callers and team members in accordance with the Code of Federal Regulations and the State of New Jersey Family Court Rules.  Calls will be received from custodial and non-custodial parents with questions related to how to file for child support, establishment of paternity, enforcement of existing support orders, child support payments, how to modify existing support orders, and how to close a support case. 

This position will be responsible for overseeing all daily operations of the call center and reports to the call center manager. 

Essential job duties include but are not limited to:

• Acting as a subject matter expert and providing guidance to team members on child support rules and regulations
• Driving success by meeting all SLAs
• Ensure that all calls are answered in a timely manner
• Reviewing calls to ensure that quality metrics are met
• Resolving escalated client issues
• Innovate process improvements based on data analysis
• Monitoring agent adherence to established aux times and procedures
• Personnel management including scheduling, coaching and performance management

The ideal candidate will be able to meet the following requirements:

• Bachelor’s Degree
• Previous call center leadership experience
• Previous experience working with Avaya phone system
• Excellent written and oral communication skills
• Competency in Microsoft Office 365
• Ability to work a regular M-F schedule between the hours of 8:00AM-5:00PM
• Ability to pass a criminal background check and drug screening

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community.  For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.