Call Center Manager

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.

The Call Center Manager oversees the daily operations of the call center, ensuring high‑quality customer service, efficient workflows, and strong team performance. This role is responsible for leading onshore and offshore call center staff, monitoring and enhancing performance metrics, resolving escalated issues, and driving continuous improvement across processes and customer interactions.

Responsibilities

• Supervise day‑to‑day call center operations and ensure adequate staffing coverage.
• Hire, onboard, and train call center representatives.
• Coach and support staff through challenging customer interactions.
• Monitor performance metrics and conduct regular evaluations.
• Analyze call center data and prepare reports for leadership.
• Lead team meetings and communicate updates, goals, and performance expectations.
• Contributes to operational business plans and priorities by applying company policies and procedures to resolve a variety of issues, including analyzing and resolving escalated customer service issues.
• Ensure compliance with company policies, data protection rules, and regulatory requirements.
• Identify process improvement opportunities and implement effective solutions.
• Develop and manage call center schedules, budgets, and resource plans.
• Change management functions within the call center (up to 250 call center agents) to ensure that procedural and systemic changes are reflected in organizational practices.
• Engage with the client to provide an overview of call center metrics.

Requirements

• 2 years of experience working in a call center leadership or customer service management role.
• Strong understanding of call center operations, performance metrics, and workforce management.
• Excellent communication, coaching, and conflict‑resolution skills.
• Ability to analyze data, prepare reports, and present findings to leadership.
• Experience with call center technologies (ACD, CRM systems, reporting tools).
• Proficiency with MS Office (Word, Excel, PowerPoint, Outlook).
• Strong organizational and problem‑solving abilities.
• Able to travel locally to client site as needed.

Preferred Qualifications

• Bachelor’s degree in business, communications, or a related field.
• Experience implementing process improvements or leading change initiatives.
• Background in quality assurance, training, or workforce management.
• Experience managing onshore and offshore employees.

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:

Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career. 

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.

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 company’s and your own. With more than 60,000 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 performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In 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 $77,924 -$101,200.

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.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form . Complete the form and then email it as an attachment to [email protected] . You may also click here to access Conduent's ADAAA Accommodation Policy .