Job Description

The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving business goals.

This role oversees performance, workforce planning, employee development, budgeting, and process improvement across all customer interaction channels.

Key Responsibilities

• Lead and develop contact center managers and support teams.
• Drive performance against key metrics, including Service Level, CSAT, NPS, AHT, FCR, and Quality scores.
• Oversee daily operations across phone, email, chat, and digital channels.
• Partner with Workforce Management to ensure effective forecasting, scheduling, and staffing.
• Identify and implement process improvements that increase efficiency and customer satisfaction.
• Manage operational budgets and control labor and operating expenses.
• Oversee contact center technologies, including telephony, CRM, workforce management, and AI-enabled tools.
• Ensure compliance with company policies, regulatory requirements, and quality standards.
• Foster a culture of accountability, continuous improvement, and employee engagement.

Qualifications

• Bachelor's degree in Business, Management, Communications, or a related field.
• 5+ years of contact center leadership experience.
• 5+ years managing supervisors in a customer service environment.
• Proven track record of improving operational performance, customer satisfaction, and employee engagement.
• Strong leadership and team development skills.
• Experience with workforce management, budgeting, and operational reporting.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, presentation, and change management skills.

Preferred

• Experience supporting government programs or contracts focused on child support services and solutions.
• Experience leading teams of 100+ employees.
• Experience in a high-volume, multi-channel contact center environment.
• Experience implementing contact center technologies, automation, or AI-enabled solutions.
• Lean Six Sigma certification or other continuous improvement methodology experience.
• Multi-site or geographically dispersed team leadership experience.

This role is ideal for a results-driven leader who can balance operational excellence, employee engagement, and customer satisfaction in a fast-paced contact center environment.

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.

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 for this role is $77,700-$101,000.

About the Team