Delivery Supervisor

Conduent•Lexington, KY

23h•Remote

About The Position

As a Delivery Supervisor, you will lead a team of associates to achieve operational excellence while ensuring high-quality service delivery. In this role, you’ll partner closely with internal leadership and external clients to drive performance, resolve challenges, and continuously improve processes. This is an opportunity to make a meaningful impact by enhancing efficiency, supporting team success, and delivering results in a fast-paced environment.

Requirements

2+ years of supervisory or team leadership experience.
Strong knowledge of Medicaid, including processes, systems, and industry practices.
Ability to manage cross-functional collaboration and align teams toward shared goals.
An analytical mindset with the ability to identify trends and solve complex problems.
Proficiency in Microsoft 365 (Word, Excel, Outlook, Teams, PowerPoint).
Strong communication, coaching, and leadership skills.
Must be self-motivated to learn and understand complex business processes and utilize available resources in troubleshooting issues.
Be highly adaptable to change.
Must reside within a 50-mile radius of Frankfort, Kentucky.
Ability to work effectively in a remote environment while maintaining high performance and collaboration.

Responsibilities

Lead and oversee the daily operations of a team handling complex business, technical support, and production functions.
Supervise, coach, and develop a team of 20+ employees, providing ongoing feedback, performance monitoring, and support.
Conduct quality assurance reviews and evaluate agent performance to ensure service standards are met.
Manage all aspects of the employee lifecycle, including hiring, performance management, and terminations.
Analyze escalations, identify trends, and implement solutions to prevent recurring issues.
Collaborate closely with the Commonwealth of Kentucky to resolve operational challenges and deliver results.
Uses multi-tasking to assist with issue resolution and ensures communication with the Commonwealth of Kentucky.
Drive team performance across key metrics including quality, productivity, and efficiency, while fostering a positive and engaged team environment.
Identify opportunities to improve processes and enhance operational effectiveness.
Work independently within established procedures while applying sound judgment to solve problems.
Ensure team goals are achieved through effective delegation, guidance, and accountability.
Supports conflict resolution and manages client, people, task, and systems related issues.
Monitors ongoing issues for reporting and trending issue resolution.