Agent Supervisor

Role Overview

Agents at Acumen embody the organization’s mission of facilitating freedom, choice, and opportunity for individuals with disabilities and their families. They grow Acumen’s presence in the self‑directed community within their state, support clients throughout their lifecycle, and ensure contract compliance. The Agent Supervisor provides leadership, serves as a subject‑matter expert for state‑team Agents, delivers training, and implements process improvements to increase day‑to‑day operational efficiency.

Responsibilities

• Demonstrate working knowledge of and abide by contract, state, and Medicaid specifications, ensuring the team operates within contract guidelines.
• Act as a subject‑matter expert for all enrollment, budgeting, and agent processes; document processes for training and continuous improvement.
• Monitor the accuracy of existing program fact sheets and recommend updates when errors are identified.
• Process assigned agent tasks and monitor timely, thorough completion of those tasks.
• Organize and monitor the state‑specific maintenance work‑queue area to maximize team efficiency.
• Monitor quality and efficiency of individual agent work, addressing areas for improvement and inefficiency as needed.
• Analyze escalated issues and assist the team in developing proactive processes for efficient, effective resolution of future occurrences.
• Identify individual or team training needs, convey this information, and propose training plans to the Executive Director.
• Ensure the team’s accurate input of all relevant data and develop remediation or corrective‑action plans as needed.
• Ensure the team conducts thorough and accurate research when required.
• Conduct quality checks on outbound and inbound communications, processes, and maintenance, addressing issues as required.
• Openly communicate process improvements and changes to the team.
• Assist with the development and production of external communications as assigned.
• Attend and participate in operational and company meetings as requested.
• Occasionally work outside typical hours to meet high‑volume demands.
• Monitor agents’ work hours and performance.
• Perform other work‑related activities as assigned.
• Support a compliant cybersecurity posture by familiarizing with all policies, procedures, standards, and guidelines.
• Take personal responsibility for actions, owning problems, solving them, and not projecting failures to others or the system.
• Demonstrate excellence in work standards and tenacity in completing tasks.
• Effectively problem‑solve and make decisions, including resolving crisis situations and developing resolutions between parties.
• Collaborate well with other team members and departments, maintaining respectful relationships to achieve mutual goals.
• Request support from the team with sufficient lead time to meet deadlines.
• Ensure process effectiveness to achieve best practices.

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 coursework or a college degree preferred.
• Ability to communicate effectively both orally and in writing.
• Accuracy and ability to handle responsibility with limited supervision.
• High standard of integrity.
• Ability to work well with numbers.
• Proficient with ten‑key entry by touch.
• Excellent organizational skills, attention to detail, time‑management, task orientation, interpersonal skills, patience, perseverance, personal stress management, and follow‑through.
• Ability to handle conflict and difficult customers.
• Ability to prioritize and manage multiple demands successfully.
• Capability to plan for and meet multiple deadlines.
• Ability to use all office equipment.
• Advanced computer skills, including Microsoft Word and Excel.
• Experience working with dual monitors and multiple applications simultaneously.

Skills

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues.
• Ability to interact respectfully with a client base that has varying abilities, educational backgrounds, authority levels, and ethnicities.
• Ability to maintain confidentiality.
• Public speaking ability, including delivering trainings.
• Effective communication with diverse internal and external customers to accomplish tasks or reach understanding diplomatically and respectfully.