{"schemaVersion":"jobsearcher.job.v1","id":"c3936f4e786e5a3b46a07dff","url":"https://jobsearcher.com/jobs/c3936f4e786e5a3b46a07dff","canonicalUrl":"https://jobsearcher.com/jobs/c3936f4e786e5a3b46a07dff","title":"Agent Supervisor","description":"Description:\nROLE AND ESSENTIAL FUNCTIONS\nAgents 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.\nDemonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensuring team works within contract guidelines\nActs as a subject matter expert for all Enrollment, Budgeting, and Agent processes and ensures all processes are documented for training and continuous improvement purposes\nMonitors the accuracy of existing program fact sheets and recommends updates when errors are identified\nProcesses assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents\nOrganizes and monitors the state-specific Maintenance work queue area for maximum team efficiency\nMonitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed\nAnalyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences\nIdentifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director\nEnsures team’s accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed\nEnsures team conducts thorough and accurate research as needed\nConducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required\nOpenly communicates process improvements and changes to the team\nAssists with the development and production of external communications as assigned\nAttends and participates in operational and company meetings as requested\nWilling to occasionally work other than typical work hours to meet high volume demands\nMonitors Agents work hours and performance\nPerforms other work related activities as assigned\nALL 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\nRESPONSIBILITIES AS A TEAM MEMBER\nTakes 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\nDemonstrates excellence in work standards, is tenacious in completing tasks\nAble to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties\nWorks well with other team members and departments\nDemonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments\nRequests support from team with ample time to accommodate the support request in order to meet deadlines\nEnsures effectiveness in processes to achieve/seek best practice\nEQUIPMENT NORMALLY USED\nTelephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines\nMay use other office equipment as needed\nRequirements:\nQUALIFICATIONS\nMINIMUM QUALIFICATIONS\nAt least 2 years of experience in customer service\nAt least 1 year of experience as an Acumen Agent\nHigh school diploma, some college courses or a college degree preferred\nAbility to communicate effectively both orally and in writing\nAccuracy and the ability to handle responsibility with limited supervision\nHigh standard of integrity\nAbility to work well with numbers\nProficient with 10 key by touch\nDemonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills\nAbility to handle conflict and difficult customers\nAbility to prioritize and handle multiple demands successfully\nMust be able to plan for and meet multiple deadlines\nAbility to use all office equipment\nKnowledge of advanced computer skills to include Microsoft Word, and Excel\nExperience working with dual monitors and multiple applications simultaneously\nCOMMUNICATION SKILLS\nExcellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues\nAbility to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities\nAbility to maintain confidentiality\nAbility to speak in public, including trainings\nAbility to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully\nPHYSICAL AND MENTAL DEMANDS\nThe 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.\nThe employee must be able to sit for extended periods of time entering data into multiple systems\nThe employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper\nThe employee may be required to answer the phone as well as respond to team members and internal customers\nThe 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\nThe employee is frequently required to stand, walk, and talk for an hour or more\nVision ability is required to do the job, including close vision, color vision and the ability to adjust focus\nAbility to work under stressful conditions that may require handling multiple work assignments with specific deadlines\nGround and or Air travel upon demand\n#Acumen","company":"Acumen","rawCompany":"acumen","city":"Mesa","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-08-04T20:05:21.365Z","occupations":[{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"53-1044.00","title":"First-Line Supervisors of Passenger Attendants","slug":"first-line-supervisors-of-passenger-attendants"}],"industries":[{"code":"624120","title":"Services for the Elderly and Persons with Disabilities","slug":"services-for-the-elderly-and-persons-with-disabilities"},{"code":"524298","title":"All Other Insurance Related Activities","slug":"all-other-insurance-related-activities"},{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Agent Supervisor","description":"Description:\nROLE AND ESSENTIAL FUNCTIONS\nAgents 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.\nDemonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensuring team works within contract guidelines\nActs as a subject matter expert for all Enrollment, Budgeting, and Agent processes and ensures all processes are documented for training and continuous improvement purposes\nMonitors the accuracy of existing program fact sheets and recommends updates when errors are identified\nProcesses assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents\nOrganizes and monitors the state-specific Maintenance work queue area for maximum team efficiency\nMonitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed\nAnalyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences\nIdentifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director\nEnsures team’s accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed\nEnsures team conducts thorough and accurate research as needed\nConducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required\nOpenly communicates process improvements and changes to the team\nAssists with the development and production of external communications as assigned\nAttends and participates in operational and company meetings as requested\nWilling to occasionally work other than typical work hours to meet high volume demands\nMonitors Agents work hours and performance\nPerforms other work related activities as assigned\nALL 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\nRESPONSIBILITIES AS A TEAM MEMBER\nTakes 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\nDemonstrates excellence in work standards, is tenacious in completing tasks\nAble to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties\nWorks well with other team members and departments\nDemonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments\nRequests support from team with ample time to accommodate the support request in order to meet deadlines\nEnsures effectiveness in processes to achieve/seek best practice\nEQUIPMENT NORMALLY USED\nTelephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines\nMay use other office equipment as needed\nRequirements:\nQUALIFICATIONS\nMINIMUM QUALIFICATIONS\nAt least 2 years of experience in customer service\nAt least 1 year of experience as an Acumen Agent\nHigh school diploma, some college courses or a college degree preferred\nAbility to communicate effectively both orally and in writing\nAccuracy and the ability to handle responsibility with limited supervision\nHigh standard of integrity\nAbility to work well with numbers\nProficient with 10 key by touch\nDemonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills\nAbility to handle conflict and difficult customers\nAbility to prioritize and handle multiple demands successfully\nMust be able to plan for and meet multiple deadlines\nAbility to use all office equipment\nKnowledge of advanced computer skills to include Microsoft Word, and Excel\nExperience working with dual monitors and multiple applications simultaneously\nCOMMUNICATION SKILLS\nExcellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues\nAbility to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities\nAbility to maintain confidentiality\nAbility to speak in public, including trainings\nAbility to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully\nPHYSICAL AND MENTAL DEMANDS\nThe 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.\nThe employee must be able to sit for extended periods of time entering data into multiple systems\nThe employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper\nThe employee may be required to answer the phone as well as respond to team members and internal customers\nThe 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\nThe employee is frequently required to stand, walk, and talk for an hour or more\nVision ability is required to do the job, including close vision, color vision and the ability to adjust focus\nAbility to work under stressful conditions that may require handling multiple work assignments with specific deadlines\nGround and or Air travel upon demand\n#Acumen","datePosted":"2026-08-04T20:05:21.365Z","dateModified":"2026-08-04T20:05:21.365Z","hiringOrganization":{"@type":"Organization","name":"Acumen","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Mesa","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c3936f4e786e5a3b46a07dff"},"url":"https://jobsearcher.com/jobs/c3936f4e786e5a3b46a07dff"}}