Agent Supervisor

Jobtailor; Hamilton Township (NJ); On-site; USD 52,000 - 76,000; Full time

Job summary

Acumen is seeking an Agent Supervisor to lead the state team, grow presence in the self-directed community, and ensure contract compliance.

You will train Agents, monitor task quality, organize maintenance queues, and drive process improvements to increase day-to-day efficiency.

Candidates should have at least 2 years in customer service and 1 year as an Acumen Agent, with strong communication and organizational skills.

Qualifications

• Minimum 2 years of customer service experience.
• At least 1 year as an Acumen Agent.
• Strong written and oral communication.
• Ability to work with numbers and maintain accuracy.
• Ability to manage multiple deadlines and priorities.

Responsibilities

• Provide leadership and supervision for state Agents.
• Ensure contract compliance and operational efficiency.
• Train and mentor Agents; implement process improvements.
• Monitor data quality and performance metrics.
• Resolve escalated issues and support proactive workflows.
• Coordinate maintenance queues for the state team.

Skills

Customer service

Leadership and supervisory

Data management

Organizational skills

Conflict resolution

Education

High school diploma or equivalent

Some college/degree preferred

Tools

Microsoft Word

Microsoft Excel

10-key by touch

Office equipment

Job description

• Agents at Acumen embody the organization’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families.
• Agents are responsible for growing Acumen’s presence in the self-directed community within their state, supporting clients through their lifecycle with the organization, and ensuring contract compliance.
• The Agent Supervisor will also act in a leadership and supervisory role, serving as a subject matter expert for all other Agents of their respective state team, providing training when needed and identifying and implementing process improvements for increased efficiency of day to day operations.
• Monitors the accuracy of existing program fact sheets and recommends updates when errors are identified.
• Processes assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents.
• Organizes and monitors the state-specific Maintenance work queue area for maximum team efficiency.
• Monitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed.
• Analyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences.
• Identifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director.
• Ensures team’s accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed.
• Conducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required.

Requirements

• At least 2 years of experience in customer service
• At least 1 year of experience as an Acumen Agent
• High school diploma, some college courses or a college degree preferred
• Ability to communicate effectively both orally and in writing
• Accuracy and the ability to handle responsibility with limited supervision
• High standard of integrity
• Ability to work well with numbers
• Proficient with 10 key by touch
• Demonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills
• Ability to handle conflict and difficult customers
• Ability to prioritize and handle multiple demands successfully
• Must be able to plan for and meet multiple deadlines
• Ability to use all office equipment
• Knowledge of advanced computer skills to include Microsoft Word, and Excel
• Experience working with dual monitors and multiple applications simultaneously

Core Competencies

Demonstrates strong leadership and supervisory skills while ensuring contract compliance and operational efficiency. Proficient in customer service, data management, and effective communication to support individuals with disabilities and their families.

Highest-signal resume keywords

• Customer Service Experience
• Leadership and Supervisory Skills
• Data Management and Accuracy
• Organizational Skills
• Conflict Resolution

ATS Optimization Keywords

Hard Skills

• Data Input
• 10 Key Proficiency
• Microsoft Word
• Microsoft Excel
• Quality Assurance
• Process Improvement
• Task Management
• Attention to Detail
• Time Management
• Analytical Skills

Soft Skills

• Effective Communication
• Interpersonal Skills
• Patience
• Perseverance
• Stress Management

Industry Keywords

• Contract Compliance
• Self-Directed Community
• Client Lifecycle Support
• Process Improvement
• Quality Checks

Tools & Technologies

• Office Equipment
• Dual Monitors
• Multiple Applications