State Agent Supervisor: Training & Ops Lead

Acumen Fiscal Agent; Trenton (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Acumen Fiscal Agent seeks a results-driven Agent Supervisor to lead a state team, ensure contract compliance for individuals with disabilities and their families, and train Agents for high-quality service delivery.

You will oversee enrollment, budgeting, and related Agent processes, monitor performance, and collaborate with executives to optimize operations while upholding policy standards and cybersecurity commitments.

Qualifications

• 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 keys by touch.
• Strong organizational skills with attention to detail and time management.

Responsibilities

• Grow Acumen’s presence in the self-directed community within their state.
• Support clients through their lifecycle with the organization.
• Ensure contract compliance and training for agents.
• Lead and supervise other Agents and provide training as needed.
• Identify and implement process improvements for efficiency.
• Monitor quality and efficiency of Agent work and address issues.
• Analyze escalated issues and develop proactive remediation plans.
• Coordinate training plans with Executive Director.
• Ensure accurate input of data and development of corrective actions.
• Attend operational and company meetings as requested.

Skills

Customer service

Communication

Time management

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Acumen Fiscal Agent seeks a results-driven Agent Supervisor to lead a state team, ensure contract compliance for individuals with disabilities and their families, and train Agents for high-quality service delivery.

You will oversee enrollment, budgeting, and related Agent processes, monitor performance, and collaborate with executives to optimize operations while upholding policy standards and cybersecurity commitments.