Supervisor, Transaction Processing

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.

As the Transaction Processing Supervisor, you will lead the day‑to‑day operations of the Eligibility Processing Unit, ensuring timely and accurate application and renewal determinations. You will be responsible for maintaining compliance with all contractually required performance standards while supervising Eligibility Health Benefit Coordinators (HBCs), optimizing workflows, and upholding personnel policies. This position requires strong leadership, analytical thinking, and a commitment to operational excellence.

Responsibilities

Operational Leadership

Oversee daily operations of the eligibility determination and renewal functions, ensuring accuracy, timeliness, and compliance with contract requirements.

Maintain adequate staffing levels during regular business hours and extended periods of operation, including overtime, to meet service demands. Establish work procedures, prepare schedules, and manage workflow to support efficient processing.

Study, standardize, and improve procedures to enhance overall operational effectiveness.

Team Management & Development

Supervise Eligibility HBCs, monitoring productivity and conducting performance reviews at least annually.

Ensure staff understand and adhere to contractually mandated performance standards.

Identify training needs and provide coaching, development, and ongoing support.

Provide clear direction to help staff meet service level, quality, and productivity expectations.

Address employee performance concerns and support corrective action planning when needed.

Quality, Compliance & Customer Support

Review productivity metrics and analyze data related to data entry and eligibility processing.

Ensure staff communicate effectively with beneficiaries during outbound follow‑up calls.

Address customer inquiries and recommend corrective actions to resolve issues.

Manage escalated cases related to renewals, eligibility determinations, and complex customer situations.

Apply creative problem‑solving skills to navigate challenging or unique scenarios.

Develop, implement, and maintain processes that support accurate and efficient eligibility and renewal operations.

Requirements

• Minimum of three (3) years of experience managing an eligibility, transaction processing, or data entry business unit.
• Strong understanding of call center operations, performance metrics, and workforce management.
• Strong analytical, problem‑solving, and written communication skills.
• Ability to manage multiple priorities, meet deadlines, and remain flexible in a fast‑paced environment.
• Excellent verbal and interpersonal communication skills.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to collaborate effectively with individuals from diverse backgrounds.
• Availability to work overtime, evenings, and some weekend hours, as needed.

Preferred

• Hold a bachelor’s degree.
• Have experience managing remote resources.
• Have supervisory experience in government services related to health and human services.
• Exhibit knowledge of public sector contracting, health care financing, delivery systems, and quality monitoring processes.
• Show general understanding of public health, managed care, human services systems, and local/statewide political environments.
• Be familiar with Medicaid, CHIP, and human services programs, particularly NJ Family Care.
• Ability to communicate effectively in Spanish, both verbally and in writing.

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…