Supervisor

Cogency Global Inc; New York (NY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Hybrid schedule

9am–5pm hours

Salary $60k–$65k

Job summary

Cogency Global Inc in New York is seeking a Supervisor to lead Service of Process operations across multiple offices. You will coach a high-performing team, balance daily workflow with people leadership, and ensure service levels are met while maintaining quality.

You will partner with cross-functional teams, handle escalations, drive process improvements, and foster collaboration. The role is hybrid with typical hours 9 a.m.–5 p.m., salary range $60K–$65K.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Five or more years of experience in operations, account support, or related business environments.
• Previous supervisory or coaching experience is strongly preferred.
• Demonstrated ability to lead, motivate, and develop employees.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, coach, and develop a high-performing team and empower employees to solve problems and take ownership.
• Oversee daily operations to ensure work is accurate, efficient, and meets service level expectations.
• Evaluate workflows and implement improvements to boost efficiency, consistency, and quality.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Partner with supervisors and managers to strengthen communication and cross-office collaboration.
• Serve as primary resource for complex escalations with sound judgment and professionalism.
• Monitor quality, productivity, and KPIs to drive team performance improvements.
• Foster a positive, inclusive culture built on trust and open communication.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Time management

Coaching

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office Suite

Agent Central/TRAC/OPUS

Document management systems

Job description

This position works closely with Service of Process Processors, Supervisors, Managers, and cross-functional departments to ensure consistent, efficient, and high-quality service delivery. In addition to providing leadership and coaching, the Supervisor actively participates in the daily workflow, balancing operational responsibilities with people leadership to support the team, maintain productivity, and meet service level expectations.

The Supervisor partners with teams across multiple office locations to promote collaboration, share best practices, resolve operational challenges, and maintain consistent workflows. This role serves as a key resource for employee development, complex escalations, operational decision-making, and organizational initiatives while fostering a culture of accountability, teamwork, and continuous improvement.

Responsibilites

• Lead, coach, and develop a high-performing team by creating an environment where employees are empowered to solve problems, grow professionally, and take ownership of their work.
• Oversee daily operations to ensure work is completed accurately, efficiently, and within established service level expectations while maintaining exceptional customer service.
• Evaluate existing workflows and implement process improvements that increase efficiency, consistency, and quality across the department.
• Conduct performance evaluations, establish meaningful development goals, and provide ongoing coaching and constructive feedback that supports employee success.
• Partner with supervisors and managers across the organization to strengthen communication, promote collaboration, and ensure consistent operational practices across all offices.
• Serve as the primary resource for complex operational and client escalations, demonstrating sound judgment, professionalism, and a solution-oriented approach.
• Monitor quality, productivity, and key performance metrics, using data to identify trends, remove obstacles, and improve team performance.
• Foster a positive and inclusive team culture built on trust, accountability, open communication, and mutual respect.
• Lead departmental initiatives and support organizational change by helping employees understand, embrace, and successfully implement new processes and best practices.
• Build strong cross-functional relationships that encourage knowledge sharing, operational consistency, and continuous improvement throughout the Service of Process organization.

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred.
• Five or more years of experience in operations, account support, or a related business environment.
• Previous supervisory, team leader, or coaching experience strongly preferred.
• Demonstrated ability to lead, motivate, and develop employees.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Experience handling complex client or operational escalations.
• Proficiency with Microsoft Office Suite and business applications.
• Ability to prioritize multiple projects in a fast-paced environment.

Preferred Skills

• Experience leading operational or process improvement initiatives.
• Proven ability to mentor and develop high-performing teams.
• Experience managing performance metrics and service level expectations.
• Strong change management and organizational skills.
• Ability to build collaborative relationships across multiple departments and locations.
• Experience supporting geographically dispersed or hybrid teams.
• Knowledge of Service of Process, Registered Agent, or legal compliance operations is a plus.
• Systems
  • Microsoft Office Suite (Excel, Word, Outlook, Teams)
  • Agent Central, TRAC, OPUS, etc.
  • Operational workflow and document management systems
  • Research tools and on-line business databases
• Advanced computer proficiency
• Strong research and analytical skills
• Exceptional customer service and client communication
• Excellent organizational and time management skills

Additional Information

Job Type: Hybrid, M-F Hours: 9 a.m. – 5 p.m. Salary Range:$60K-$65K