Agent Supervisor: Training & Process Improvement Lead

Acumen Fiscal Agent; Hamilton, Northern (NJ, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Acumen Fiscal Agent is seeking an Agent Supervisor to expand our self-directed program presence in New Jersey and lead the state team. You will ensure contract compliance, support clients through their lifecycle, and drive process improvements for efficiency and accuracy.

The role requires strong communication, organization, and multitasking skills, with experience in customer service and previous Acumen Agent work being a plus. Some evenings or weekends may be needed.

Qualifications

• 2+ years of customer service experience.
• 1+ year as an Acumen Agent preferred.
• High school diploma or college coursework preferred.
• Strong written and oral communication abilities.
• Accurate, detail oriented with minimal supervision.
• Integrity and numerical accuracy.
• Ability to work with numbers and use 10-key by touch.
• Organizational, time management and multitasking skills.
• Ability to handle conflict and challenging customers.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Grow Acumen’s presence in the self-directed community within the state.
• Support clients through their lifecycle with the organization.
• Ensure contract compliance and timely completion of tasks.
• Coordinate maintenance work queues for efficiency.
• Train and provide process improvements for the team as needed.
• Monitor data input accuracy and research/escalations when required.
• Communicate process changes to the team and stakeholders.
• Attend meetings and support external communications as assigned.

Skills

Customer service

Agent experience

Communication

Microsoft Word

Excel

Attention to detail

Time management

Conflict resolution

Multitasking

Data entry

Education

High school diploma or college preferred

Tools

Dual monitors

Multiple applications

Job description

Acumen Fiscal Agent is seeking an Agent Supervisor to expand our self-directed program presence in New Jersey and lead the state team. You will ensure contract compliance, support clients through their lifecycle, and drive process improvements for efficiency and accuracy.

The role requires strong communication, organization, and multitasking skills, with experience in customer service and previous Acumen Agent work being a plus. Some evenings or weekends may be needed.