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 guidelines
• 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

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

EQUIPMENT NORMALLY USED

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

QUALIFICATIONS

MINIMUM 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 key 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

PHYSICAL AND MENTAL DEMANDS

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.

• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee may be required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Ground and or Air travel upon demand

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