Client Service Supervisor

Job Title: Client Services Supervisor

Reports To: The Client Services Supervisor will report to the Client Services Manager, Client Manager, Client Director, or equivalent leadership.

Job Overview:

SPS is seeking a dynamic individual to enhance Records & Information compliance for our clients across industry verticals. This position is part of subject matter experts responsible for building internal relationships, creating strategies, and supporting operations with program maturity.  This position requires strong technology skills with experience developing and leading initiatives to transition to "less" paper environments.  In addition, this position is responsible for daily service delivery, employee management, and overall customer satisfaction. The individual will act as the primary daily client contact in correlation with the Client Service Manager.  

The Client Services Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

 Duties and Responsibilities:

To succeed in this position, an individual must be able to perform each essential duty satisfactorily.   The responsibilities listed below are representative of the knowledge, skill, and/or ability required.  

Key areas of focus will include but are not limited to:

• Oversee service delivery.
• Manages the receipt, delegation, and successful completion of all client requests.
• Meets all client and SPS deadlines.
• Manages all resources within the operation including people, hardware/software and facilities.
• Coordinates staff schedules to ensure appropriate staff levels are maintained, and proper coverage is provided for PTO, sickness and emergencies.
• Maintains a safe working environment for the SPS staff.
• Tracks all client requests using the approved tracking mechanism and performance.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversee all equipment, supply and messenger vendors to comply with SPS contracts.
• Performs multiple daily walkthroughs to observe team performance firsthand.
• Document any incidents and inform Client and SPS immediately.
• Oversee and report on financial performance.
• Maintains site P&L at proforma levels or above.
• Consistently executes all deadlines to be met for payroll, billing & A/R collection.
• Oversee monthly budget forecasts for the account.
• Grows the existing account year-over year.
• Insures client & employee engagement.
• Maintains Client Satisfaction Index ("CSI") at or above previous score.
• Participate in monthly and quarterly client business reviews.
• Maintains the Employee Satisfaction Index ("ESI") at or above previous score.
• Participate in SPS sponsored events.
• Establishes and maintains accountability to Client Services Manager and/or higher-level leadership.
• Coaches, develops, and cross trains operations team to grow their careers.
• Sets and communicates to each staff member about individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations.
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase the promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Performs strict adherence to all SPS policies and procedures.
• Serve as a knowledge resource regarding SPS policies and procedures
• Meets or exceeds all contractual and client KPIs/SLAs.
• Immediately report any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Standardizes policies and procedures, including monthly statistical reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Manages site financials in terms of hours, gross margin spread, profitability and growth.
• Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
• Manages direct reports including managerial staff.
• Assists in the development of training materials and execution of formal training sessions.
• Supports business development internally and as directed.
• Maintains consistent communication with Client and SPS at all levels.
•  
• Competencies:
• Results-oriented.
• Driven by client satisfaction.
• Strong integrity, solid business ethics.
• Strong project management skills
• Prepare and present client reports, including forecasting trends and identifying opportunities
• Effectively present information and respond to questions from supervisors, clients, and employees
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude, and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Attention to detail.
• Ability to function with a high level of patience, tact, and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person.
• Be personable, articulate, knowledgeable, and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Bachelor's Degree or higher preferred.
• Minimum of 3+ years of experience in high level relationship building and operational management.
• Previous management/ supervisor experience overseeing 5-10 employees.
• Certified Records Manager (CRM), CRM candidate, or Information Governance Professional (IGP) preferred.
• Experience must include developing, planning and implementing programs (electronic & paper), including records retention.
• Strong technical skills required include working knowledge of leading records management software programs and document management systems.
• Ability to perform benchmarking assessments, and collect, analyze and interpret data.
• Ability to assist in the design and implementation of customized workflows.
• Stay on top of industry trends and emerging technologies.
• Strong project management skills
• Ability to build business relationships and interact effectively with "C" level executives.
• Solid understanding of selling skills.
• Exceptional computer skills.
• Industry related experience plus.
• Driven by client satisfaction, with a proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.

Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness