Agent Supervisor

ROLE AND ESSENTIAL FUNCTIONS

Agents at Acumen embody the organization’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. Agents are responsible for growing Acumen’s presence in the self-directed community within their state, supporting clients through their lifecycle with the organization, and ensuring contract compliance. The Agent Supervisor will also act in a leadership and supervisory role, serving as a subject matter expert for all other Agents of their respective state team, providing training when needed and identifying and implementing process improvements for increased efficiency of day-to-day operations.
Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensuring team works within contract guideline
Acts as a subject matter expert for all Enrollment, Budgeting, and Agent processes and ensures all processes are documented for training and continuous improvement purposes
Monitors the accuracy of existing program fact sheets and recommends updates when errors are identified
Processes assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents
Organizes and monitors the state-specific Maintenance work queue area for maximum team efficiency
Monitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed
Analyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences
Identifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director
Ensures team’s accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed
Ensures team conducts thorough and accurate research as needed
Conducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required
Openly communicates process improvements and changes to the team
Assists with the development and production of external communications as assigned
Attends and participates in operational and company meetings as requested
Willing to occasionally work other than typical work hours to meet high volume demands
Monitors Agents work hours and performance
Performs other work-related activities as assigned
ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act
Requirements

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 courses or a college degree preferred
Ability to communicate effectively both orally and in writing
Accuracy and the ability to handle responsibility with limited supervision
High standard of integrity
Ability to work well with numbers
Proficient with 10 keys by touch
Demonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills
Ability to handle conflict and difficult customers
Ability to prioritize and handle multiple demands successfully
Must be able to plan for and meet multiple deadlines
Ability to use all office equipment
Knowledge of advanced computer skills to include Microsoft Word, and Excel
Experience working with dual monitors and multiple applications simultaneously
Communication Skills

Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully
Responsibilities As a Team Member

Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
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