State Agent Team Lead

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

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.