The Account Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account.Job Duties:Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employeesManage relationships with clients by ensuring a high level of customer satisfactionEstablish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performanceDrive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the clientResponsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding managementEnsure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessaryEngage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and developmentManage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordinglyCreate and distribute monthly invoice, ensuring it meets contractual requirementsCreate and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-makingSolicit feedback from clients (client outreach) regularlyFoster cross-training and a sense of team work to optimize client service deliveryEducate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their successIdentify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to managerParticipate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.Be able to lift up-to 50 lbs. on a regular basis.Adhere to Williams Lea policies in addition to client site policies
