Agent Supervisor

Acumen Fiscal Agent

Agent Supervisor facilitating growth in self-directed community for Acumen. Supervising agents while ensuring compliance and efficiency in operations.

Posted 7/28/2026full-timeHamilton Township • New Jersey • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and supervisory skills while ensuring contract compliance and operational efficiency. Proficient in customer service, data management, and effective communication to support individuals with disabilities and their families.

Highest-signal resume keywords

Customer Service ExperienceLeadership and Supervisory SkillsData Management and AccuracyOrganizational SkillsConflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data Input10 Key ProficiencyMicrosoft WordMicrosoft ExcelQuality AssuranceProcess ImprovementTask ManagementAttention to DetailTime ManagementAnalytical Skills

Soft Skills

Effective CommunicationInterpersonal SkillsPatiencePerseveranceStress Management

Tools & Technologies

Office EquipmentDual MonitorsMultiple Applications

Industry Keywords

Contract ComplianceSelf-Directed CommunityClient Lifecycle SupportProcess ImprovementQuality Checks

About the role

Key responsibilities & impact

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.
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.
Conducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required.

Requirements

What you’ll need

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

Benefits

Comp & perks

Health insurance
Professional development opportunities