Citizen Services Supervisor

Verra Mobility•Phoenix, AZ

About The Position

This role involves leading a team to provide excellent customer service, ensuring alignment with business requirements and company standards. The supervisor will conduct meetings, perform quality audits, develop training, handle escalated issues, and implement changes to improve efficiency and customer satisfaction. The ideal candidate will embody Verra Mobility's core values: Own It, Do What’s Right, Choose Courage Over Comfort, and Win Together.

Requirements

Experience in a supervisory or leadership role.
Ability to conduct meetings and provide performance feedback.
Skills in quality auditing and report generation.
Experience in developing and delivering training programs.
Ability to handle escalated customer issues and complex problem-solving.
Understanding of metrics and service level agreements (SLAs).
Strong communication and facilitation skills.
Ability to identify and implement solutions for customer issues.
Knowledge of business requirements and company standards.
Experience in implementing changes to improve efficiency and customer satisfaction.

Nice To Haves

Alignment with Verra Mobility Core Values: Own It, Do What’s Right, Choose Courage Over Comfort, Win Together.

Responsibilities

Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.
Perform quality audits and generate reports to monitor team performance and identify areas for improvement.
Develop and deliver training for new hires and provide ongoing training and support for existing team members.
Handle escalated customer issues and provide solutions to complex problems.
Monitor metrics and service level agreements (SLAs) to ensure targets are met.
Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
Ensure alignment with Business Requirements and company standards.
Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.
Perform additional duties as assigned.