Supervisor
Department:
Agency Experience
Typical Tenure for this Role:
5+ years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Supervisor of Agency Experience is a strategic leader responsible for developing team strategy and managing daily priorities to enhance our agency partnerships. This role focuses on solving complex business problems and leading data-driven process improvements while overseeing the entire Agency Training ecosystem, including content strategy and process execution. The Supervisor acts as a key advisor and coach to their staff and must be adept at working across all levels of the organization—from frontline employees to presenting project requirements and strategic documentation to senior leadership.
Key Skills & Competencies
The focus for this leadership role is on high-level strategy, employee development, and organizational diplomacy:
Strategic Leadership & Planning:
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Strategic Thinking: Functions as an independent, strategic thinker capable of aligning team goals with broader organizational objectives.
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Goal Setting: Responsible for setting the vision and defining the strategy for the Agency Experience team.
Coaching & Team Management:
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People Development: Proactively advises and coaches employees to help them achieve performance goals and professional growth.
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Confidentiality: Maintains a high standard of professional integrity and confidentiality regarding personnel and business matters.
Operational & Project Expertise:
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Problem Solving: Leads process improvements based on rigorous data analysis and business need.
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Project Documentation: Experienced in developing comprehensive project requirement documentation and overseeing testing phases.
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Interpersonal Versatility: Able to work effectively and build rapport with stakeholders at all levels of the organization.
KPIs
Performance is measured by the successful execution of agency-facing initiatives and training reach:
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Project Execution: Projects completed on time and on budget.
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Growth & Enrollment: Increasing the number of agencies enrolled in the Service Center.
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Program Performance: Driving results in the remarketing program conversion rates.
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Training Impact: Measuring the total number of agents trained and the efficacy of that training.
Role Development
Learning and Development
Supervisor training is required.
Guidelines for Promotion into this Role
Coming soon!