{"id":2747436,"url":"https://alion.io/job/conduent-supervisor-delivery","title":"Supervisor, Delivery","company":{"id":1772445,"name":"Conduent","domain":"conduent.com","url":"https://alion.io/company/conduent-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":23,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guatemala City, Guatemala"],"countries":["GT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":120000,"period":"year","method":null,"sample_n":20315},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false}],"status":"live","first_seen_at":"2026-10-16T20:47:50Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-21T00:55:11Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Supervisor Definition\nA Healthcare Supervisor is responsible for organizing, directing, and supporting Customer Service Associates, assessing performance, and providing feedback to maximize efficiency, quality, and member-focused service for insurance concerns.\n\nII. Job Scope & Expectation\n Operations \nThe Healthcare Supervisor plays a vital role in ensuring seamless operations by collaborating with Senior Leadership, Workforce Management (WFM), Training, Quality Assurance (QA), and internal LOBs to support members on their concerns.\n\nCollaborate with WFM to oversee daily operations, monitor adherence and aux usage, address issues like breaks and unauthorized auxes/logouts, and notify WFM as needed.\n\nLead and inspire a team of Customer Service Associates, SMEs, and QAs by example, fostering a culture of professionalism, empathy, and member-focused service excellence\n\nManage daily, weekly, and monthly staffing schedules with agility to meet fluctuating shipment volumes and critical healthcare delivery timelines.\n\nAnalyze operational reports, including Krisp, AWS, IEX, and key performance dashboards, to ensure associates maintain exceptional quality, accuracy, and timeliness in managing member calls\n\nAct as a crucial support resource during prolonged or complex customer interactions members with concerns and escalations, guiding CSAs in effective recovery actions, service disruption management, and escalation handling while balancing operational efficiency.\n\nRespond swiftly and decisively to Immediate Action Required issues to protect member’s outcomes and client integrity\n\nServe as the primary point of contact for Centene related concern’s maintaining trusted communication channels\n\nAct as an Escalation Point of Contact for their team, providing guidance and support on complex or urgent member-critical issues\n\nParticipate in Centene’s content, development meetings and calls to advocate for timely resolution and maintain high levels of customer satisfaction\n\nOversee customer relationship management and performance tracking, reinforcing a commitment to patient-centered service delivery.\n\nSupport customer maintenance, relationship management, and performance tracking, ensuring high-quality, patient-focused service.\n\nEnsure timely submission and accurate documentation of Error Tracking Log concerns through EMBER, updates or operational guidance received from the client\n\nMonitor and address quality assurance findings, ensure completion of all necessary certifications and training, and implement corrective actions proactively\n\nManage escalated customer contacts, ensuring effective follow up and timely resolution\n\nCreate weekly and daily plans to proactively manage workflow, monitor potential service disruptions, and communicate priorities to the team\n\nFacilitate daily touch-base meetings with associates and management to review performance, members priorities, and improvement strategies\n\nCollaborate with SMEs and QAs to guarantee that each CSA receives the stablished coaching sessions per week\n\nEnsure coaching sessions and team huddles are conducted consistently with purpose and urgency, thoroughly documented, and focused on reinforcing procedures, service expectations, and recovery best practices.\n\nSupervisors maintain accountability by tracking supervisor call backs and follow-ups, validating understanding, and ensuring corrective actions or knowledge gaps are addressed in a timely manner to support reliable execution and continuous improvement.\n\nSupervisors should handle coaching and documentation for any concerns and client call outs.\n\nConduct daily call monitoring tailored to associate needs, leveraging data-driven approaches to maintain high standards of professional, empathetic customer support. (e.g., 360 coaching, targeted, reactive or corrective coaching or based on performance/KPI segmentation)\n\nLead daily huddles to deliver operational updates, share insights, and promote team cohesion.\n\nAnalyze low Customer Satisfaction Scores (DSAT 1 & 2) and Net Promoter Scores (NPS) to identify trends and implement continuous improvement initiatives\n\nMonitor Average Handling Time (AHT) and Customer Satisfaction Score (CSAT) hourly to ensure optimal performance\n\nMonitor and manage Do Not Contact (DNC) requests, ensuring all agent-submitted requests are reviewed, tracked, and completed within established timelines.\n\nMaintain oversight of Error Log Tracker by reviewing tickets submitted by internal Lines of Business, identifying trends, and ensuring timely resolution and feedback implementation.\n\nReview and validate Late Enrollment Penalty (LEP) attestation submissions to ensure accuracy, completeness, and compliance with client guidelines.\n\nManage Supervisor Call Back requests by ensuring tickets created by frontline staff are tracked, assigned, and resolved promptly to support member satisfaction.\n\nInvestigate and resolve customer escalations, including Spanish-language call escalations, providing coaching and corrective actions when necessary to improve service quality.\n\nUrgently follow up on Complaint Tracking Module concerns (CTM), consolidating findings, preparing client-facing recaps, and ensuring timely communication of concerns and resolutions\n\nPrepare and distribute End-of-Day (EOD) operational reports, providing visibility into team performance, operational results, and key business metrics.\n\nLead daily team huddles and coaching sessions to communicate operational updates, reinforce expectations, share performance insights, and promote employee engagement.\n\nEnsure adherence to established turnaround times, service standards, and client requirements through proactive monitoring and follow-up.\n\nPartner with cross-functional teams, leadership, and client stakeholders to address operational issues, implement solutions, and achieve business objectives.\n\nHold weekly meetings with Quality teams to review progress and resolve issues.\n\nSupport managers with data collection and analysis for Weekly Business Reviews (WBR).\n\nTrack attendance and absenteeism accurately, ensuring timely follow-up on deviations.\n\nDesign and implement action plans and performance improvement initiatives tailored to individual and team needs.\n\nMaintain detailed records of unauthorized absences and proactively address attendance concerns\n\nCreate recognition summaries and presentations to reward and recognize agents for their great work and achievements\n\nHandle Disciplinary Process (DP) requests and assist in creating official documentation and evidence of the case.\n\nManage disciplinary issues, make last contact attempts with associates, and draft necessary paperwork and reports for HR.\n\nContinuously monitor operational adherence to service level agreements and company policies to guarantee consistent and high-quality patient-focused service.\n\nUtilize performance dashboards transparently to engage associates in their development and promote accountability.\n\nProactively solicit overtime when needed, ensuring Mandatory Overtime Signoffs are completed to optimize workforce management.\n\nAdhere to and enforce company policies, including but not limited to social media, Clean Desk, Workplace Attire, and Workplace Decorum.\n\nSupervisors are expected to send their Start of Day (SOD) report, including absenteeism, tardiness, call outs, important news of the day, and other relevant updates.\n\nFacilitate performance reviews and develop action plans for Most Help Needed (MHN) as outlined in the Continuous Improvement Program (CIP).\n\nShare End of Day (EOD) reports detailing completed activities, highlights, lowlights, updates on absenteeism, tardiness, FAQs, escalation tracker, required follow-ups, and any other activities performed.\n\nSupervisors should send any roster changes weekly, if applicable.\n\nQuality\n\nEnsure Customer Service Associates understand and adhere to all call center objectives, performance standards, and healthcare-specific compliance requirements.\n\nDevelop tailored developmental plans to elevate performance through detailed data analysis.\n\nImplement performance management strategies including coaching, training, and corrective measures that foster a culture of continuous improvement and patient-centered service excellenceSystem\n\nOversee administrative tasks including vacation approvals, equipment logistics, compensation tracking, adherence monitoring, and regulatory compliance\n\nManage IT support requests promptly to minimize operational disruptions\n\nSupervise interval adherence on schedule compliance, floor monitoring, and call supervision\n\nMaintain effective communication with the WFM team to ensure smooth floor operations and interval monitoring\nProcess\n\nContinuously seek opportunities to optimize healthcare operational processes and improve efficiency.\n\nIdentify root causes of operational challenges and proactively propose practical improvements to enhance patient service reliability.\nEngagement\n\nProvide clear guidance, mentorship, and feedback to representatives to cultivate a motivated, knowledgeable, and engaged team.\n\nRegularly communicate with management regarding team progress, challenges, and successes.\n\nMaintain necessary certifications and pursue ongoing professional development to stay current with the healthcare industry’s best practices.\n\nCollect and organize relevant data and documentation to support management reporting and operational 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