Senior Agent Lead & Process Supervisor

Acumen LLC; Mesa (AZ); On-site; USD 55,000 - 85,000; Full time

Job summary

Acumen LLC seeks an Agent Supervisor to lead state teams, grow presence in the self-directed community, and support clients through their lifecycle. The role emphasizes training, process improvement, and ensuring contract compliance across the team.

The Supervisor will mentor Agents, monitor performance and quality, and implement corrective actions while coordinating with leadership to enhance efficiency and service delivery.

Qualifications

• Minimum 2 years of experience in customer service.
• At least 1 year of experience as an Acumen Agent.
• Ability to communicate effectively both orally and in writing.

Responsibilities

• Grow Acumen’s presence in the self-directed community within the state.
• Provide leadership and training to other Agents when needed.
• Ensure contract compliance and document processes for training.

Skills

Customer service

Agent experience

Microsoft Word

Excel

10 key by touch

Organizational skills

Education

High school diploma

Tools

Dual monitors

Job description

Acumen LLC seeks an Agent Supervisor to lead state teams, grow presence in the self-directed community, and support clients through their lifecycle. The role emphasizes training, process improvement, and ensuring contract compliance across the team.

The Supervisor will mentor Agents, monitor performance and quality, and implement corrective actions while coordinating with leadership to enhance efficiency and service delivery.