Supervisor
Department:
Agency Operations
Typical Tenure for this Role:
3 years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Agency Operations Supervisor is a formal management position that oversees daily operations for the Agency Services team, ensuring accuracy, efficiency, and compliance. This role provides strategic guidance, actively manages team performance, and implements key strategic projects to support both the marketing department and external agency partners.
Key Skills & Competencies
The focus for the Supervisor is on formal management, strategy, and advanced operational efficiency:
Strategic Leadership & Management:
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Leadership Training: Required completion of internal or external training focused on supervisory skills.
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Strategic Thinking: Demonstrated ability to think and act strategically to align team activities with broader organizational goals.
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Coaching & Mentoring: Strong Coaching and Mentoring Skills necessary for team development, performance management, and talent retention.
Operational & Project Expertise:
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Project Management & Process Improvement: Mastery of Strong Project Management skills and a proven ability to drive operational efficiency through process improvement methodologies.
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System Expert: Maintains an Expert level of proficiency in core systems: ADR, Administration of Agent Web, and Salesforce.
Administrative & Communication:
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Communication Skills: Strong Written and Verbal Communications Skills, essential for interacting with senior management and external partners.
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Software Proficiency: Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint), including the ability to build tables, sort data, and understand formulas in Excel for performance reporting.
KPIs
Performance is measured by team efficiency, compliance, and project success:
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Service Levels: Ensures Team case completion consistently meets the required service level of 3–5 business days.
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Project Delivery: Create and Meet project deadlines for assigned strategic initiatives.
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Compliance Oversight: Responsible for ensuring the team adheres to and tracks 6 state compliance standards.
Role Development
Learning and Development
Required completion of formal Supervisor Training.
Guidelines for Promotion into this Role
Advancement requires consistent leadership and measurable operational impact:
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Performance: Consistently meets/exceeds KPIs for the Team Lead role.
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Leadership: Demonstrates leadership and the ability to manage larger teams.
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Operational Impact: Proven track record of process improvement and operational impact.
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Feedback: Receives consistently positive feedback from peers and management.
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Training: Completion of required leadership training.