What are the responsibilities and job description for the Engagement Support Services Supervisor position at Plante Moran?
Plante Moran enjoys a “Workplace for Your Day” model which, simply put, means no one knows the best place for you to physically work better than you. Our staff choose their work location based on their individual day’s needs, and gives them the flexibility they need when they need it. If staff need to go into the office to collaborate, the space is there, and if they have a day where they need to focus alone, then staying home works just fine, too.
Your role.
Your work will include, but not be limited to:
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Coaching and Development
- Develop and lead individual professional growth and performance meetings with staff to review overall productivity, performance, security reviews, and evaluated tasks in addition to addressing any other current individual or team topics.
- Provide real-time and/or side-by-side operational coaching, live monitor tasks, review completed tasks, and run/analyze reports for continuous improvement of staff performance.
- Share job knowledge and best practices of Management functions with Team Leads and peers for their continued development.
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Leadership
- Build, establish, and maintain open lines of communication with team, peers, trainers, engagement teams, functional departments and/or vendors to facilitate problem solving.
- Act as a catalyst for ongoing change and growth by continually challenging systems, processes, and procedures with the result being increased efficiency.
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Operations
- Manage a range of non-task activities for staff including huddles, completion of firm courses, and special projects.
- Increase staff efficiency by monitoring tasks and using metrics to make real time adjustments to specialist schedules and communicating areas of concern to Leadership team.
- Maintain familiarity with systems, applications, and procedures.
- Client Service
- Monitor survey results and respond to client feedback, identify opportunities for improvement, and share with Leadership.
- Ensure that client questions and problems are resolved properly and quickly.
The qualifications.
- Associates degree required or equivalent work experience
- 5 years in customer service experience required
- 3 years leadership/supervisor experience preferred
- Demonstrated effectiveness in managing operational requirements and procedures
- Proven record of developing and coaching high performing service teams
- Proven ability to work with remote teams
- Exceptional analytical and problem-solving skills with an ability to think quickly under pressure
- Strong attention to detail and ability to multi-task
Our difference.
We are a nationally recognized public accounting, consulting, and wealth management firm, consistently ranked as one of FORTUNE magazine’s “100 Best Companies to Work For.” At Plante Moran, we live by the Golden Rule, fostering a relatively “jerk-free” culture with the lowest staff turnover rate in the industry. Our supportive network of well-rounded professionals is excited to catapult your growth and help pave your pathway to professional excellence.
Apply now. Make your mark.
This is an exempt position, so you may have to work hours that exceed the standard 40-hour work week.
Plante Moran is an Equal Opportunity Employer, committed to a diverse workplace.
The specific statements above are not intended to be all-inclusive.
