Client Support Supervisor

Position Summary: The Client Support Supervisor plays a critical leadership role in overseeing the daily operations and performance of the Client Support team. This position is responsible for ensuring service level agreements (SLAs) are met, maintaining high standards of case and call quality, and fostering continuous development among team members. The Supervisor manages scheduling, performance evaluations, disciplinary actions, and timecard approvals through Paycom, while also supporting new hire training and ongoing coaching.

Key Responsibilities:

• Monitoring SLA.
• Developing goals and writing performance reviews for Team Members in Paycom.
• Reviewing and approving timecards and PTO requests in Paycom.
• Writing and delivering any disciplinary actions through Paycom.
• Opens (running and dispersing to the team 2x a day during weekdays & 1x a day during the weekend and ensuring that all open PNC’s have been contacted).
• Appointment Sets (running 1x a day to verify all appointments are added to the calendar and that all appointments have been called).
• Call Grading (2 calls per CSA graded using the QM rubric).
• Case Quality Grading (2 cases per CSA graded using the QM rubric).
• Schedules: creating and calendaring all schedule types ranging from permanent, rotation, lunches, phone coverage, and holidays).
• Assist in new hire training and delegation – utilizing the Client Support Case Checklist rubric.
• Assist in One-on-One Upkeep training: Weekly for Under 6 months, Bi-Weekly for Under 1yr, Monthly for Over 1yr (role play).
• Conversion Oversight.
• Case Referral Oversight.
• Case Rejection Oversight.
• Lost Cases Oversight.
• Performance log oversight.
• Webhit/PNC Email oversight – ensure that all are contacted.
• Leadership on call – rotation between leadership every week to assist associates on case questions after hours.
• Assist with team events and refreshers.
• Display professionalism at an elevated level through physical appearance and attitude.
• Demonstrate leadership qualities like being reliable, building trust, holding accountability, motivation, and commitment to the success of the team.
• Delegate responsibilities amongst leadership team to ensure all tasks are distributed evenly.
• Upkeep of continuous training cycle and development of all associates.
• Perform other duties as assigned.

Qualifications:

• Excellent organizational skills with outstanding attention to detail
• Strong knowledge of MS Office, Outlook, Adobe, and the ability to quickly learn case management software
• Professional appearance and behavior
• Must have a minimum of 2 years previous related experience

Physical Requirements:

• Office environment with normal business hours necessary to satisfactorily perform job functions.
• Stationary Position – Must be able to remain in a stationary position up to 50% of the time.
• Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.
• Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer.
• Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs.
• Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).

Benefits and Perks:

• Medical, dental, vision
• Company paid Life and AD&D Insurance
• Company Paid STD (with no waiting period) and LTD Insurance
• Option to purchase additional Life and AD&D Insurance
• Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage
• 401(k) with company contributions
• Paid Time Off
• 10 Company Holidays
• Tuition Reimbursement