Delivery Supervisor

Key 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.
• Use multi-tasking to assist with issue resolution and ensure 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.
• Maintains ongoing issues for reporting and trending issue resolution.

Qualifications

• 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.

Additional Requirements

• Must reside within a 50-mile radius of Frankfort, Kentucky.
• Able to work effectively in a remote environment while maintaining high performance and collaboration.