Client Support Supervisor

Essential Duties & Responsibilities

• Lead and support dispatch floor employee’s performance management, aligning team assignments with company direction, employee strengths, skill sets, and operational priorities.
• Coach, mentor, and develop team members through ongoing feedback, performance management, training, and professional development opportunities to promote employee engagement and operational excellence.
• Deliver exceptional client support and customer service to internal and external stakeholders by fostering a service-focused culture centered on responsiveness, professionalism, and problem resolution.
• Resolve escalated officer, guard, coordinator, client, service partner, and internal inquiries in accordance with established policies, procedures, and service expectations while effectively navigating operational challenges and complex situations.
• Manage with clarity all clients, officers, vendors, providers, guards and internal departments requests, issuing resolution timelines, and operational outcomes.
• Execute operational requests accurately and efficiently by utilizing multiple systems, databases, reporting tools, and established process requirements.
• Serve as a subject matter expert and operational resource for Client Support Representatives, Schedulers, and Performance Monitoring agents by providing guidance, support, and best-practice recommendations.
• Identify opportunities for continuous improvement and provide actionable feedback and recommendations to leadership to enhance service delivery, operational efficiency, and employee performance.
• Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
• Utilize multiple software platforms, reporting systems, and online tools to perform analysis, track performance metrics, and complete operational tasks effectively.
• Promote accountability, teamwork, adaptability, and a high-performance culture that supports both employee success and client satisfaction.

Qualifications & Experience

• A high school diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of two (2) years of leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.