Call Center Supervisor Fraud

Were looking for a motivated Fraud Call Center Supervisor to lead a team delivering high-quality support in a fast-paced service-driven environment.

In this role youll guide daily operations coach team members and use data insights to drive performance improve customer experience and ensure compliance with program standards.

Responsibilities

• Direct responsibility for hiring and termination decisions.

• Realtime performance management oversee attendance provide coaching and ensure agents meet all KPIs and compliance standards.

• Deliver constructive feedbackand conduct training sessions to support agent development.

• Respond to escalated callswhen callers request a supervisor callback.

• Review agent timecardsfor accuracy and compliance with organizational policies.

• Monitor RealTime Adherence (RTA)and ensure appropriate staffing coverage throughout the day.

• Conduct realtime monitoringto maintain service levels and operational efficiency.

• Prepare daily weekly and monthly reports summarizing performance metrics trends and operational insights.

• Minimum of three years of call center management and supervisory experience.
• 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.
• Familiarity with MS Office Suite and general computer applications.

Requirements

• Minimum of three years of call center management and supervisory experience.
• 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.
• Familiarity with MS Office Suite and general computer applications.

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: Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders.

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 familys 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 weve received for our diversity efforts.

Join Us

At Conduent we are one team one mission. We understand that our success is directly related to the success of our associates.

We strive to create a culture where you can:

• 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.

When you join Conduent you are engaged in creating the future - both our companys and your own. With more than 60000 associates across 24 countries we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $42427 - $55100.