Supervisor of Support

RESPONSIBILITIES:
Kforce has a client that is seeking a Supervisor of Support in Lakeland, FL.

Core duties and responsibilities include, but are not limited to:
* Supervise and monitor the daily activities of Support team members, ensuring adherence to KPIs and company performance goals
* Provide guidance and mentorship to direct reports, ensuring professional growth and high performance aligned with business objectives
* Act as a resource for the Support team, answering questions and assisting with issue resolution
* Monitor and review employee performance, providing feedback and support as needed to drive improvement in key metrics
* Identify and escalate any concerns related to team performance or workflow inefficiencies to management
* Update and maintain accurate processes and templates for the Support team as needed
* Collaborate with cross-functional teams to resolve escalated issues
* Assist in resolving customer grievances and mentor employees through complex support scenarios
* Maintain availability to assist Support team members with supervisor-level customer interactions as needed
* Apply knowledge of support-specific guides, manuals, bulletins, Standard Operating Procedures (SOPs), and related references to validate proposed case resolutions
* Represent the Support team in relevant State conference calls as needed
* Conduct regular quality assurance (QA) evaluations and check-ins for direct reports, ensuring alignment with KPIs
* Maintain strict confidentiality regarding sensitive employee information
* Perform additional duties as assigned by management
* May perform other additional duties and responsibilities as assigned

Management Responsibilities:
* Directly supervise a team of Customer Support Representatives
* Conduct performance evaluations, coaching, and disciplinary actions
* Participate in hiring decisions, promotions, compensation recommendations, and terminations
* Approve schedules, time-off requests, and workforce allocation

REQUIREMENTS:
* High School diploma or equivalent required
* Minimum of 2 years of professional customer service/support experience
* Strong problem-solving and decision-making abilities
* Excellent communication and interpersonal skills
* Ability to multitask and manage time effectively in a fast-paced environment
* Proficiency in Microsoft Word, PowerPoint, and Excel
* Strong organizational skills with attention to detail
* Ability to work remotely with discipline and reliability
* Willingness to adapt to changing priorities and business needs
* Customer Service - Can effectively manage difficult or emotional customer situations, respond promptly to needs, and seek feedback to improve service
* Written Communication - Can write clearly and informatively, edits for grammar and clarity; Adapts style to the audience and presents data effectively
* Oral Communication - Can speak clearly and persuasively; Listens actively and responds appropriately to questions and discussions
* Teamwork - Can balance team and individual responsibilities; Welcomes feedback, contributes to a positive team culture, and supports group success
* Multitasking - Can manage multiple priorities effectively while supervising both direct and indirect reports
* Professionalism - Can maintain professionalism across all communication styles, whether interacting with state entities, industry users, or internal teams; Remains composed under pressure and high support volume
* Prior experience in a leadership or mentorship role preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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