Business Solutions Account Management Supervisor

Job Summary:
Scope of the Role

The Business Solutions Account Management Supervisor is responsible for leading a team of Regional Account Managers while actively supporting day-to-day operations and customer experience delivery. This role balances hands-on escalation management and team development with oversight of quality assurance and operational effectiveness.

Reporting to the BSS Regional Account Manager, the Supervisor serves as a primary escalation resource for complex customer and account issues, ensuring timely, accurate, and customer-focused resolutions. In parallel, they drive team performance by providing real-time coaching, setting clear expectations, and reinforcing accountability to service standards and business processes.

The Supervisor also plays a critical role in maintaining service excellence through consistent quality monitoring, trend analysis, and operational support. By identifying performance gaps and recommending process improvements, this role helps strengthen both team capability and overall service delivery.

Success in this position requires strong leadership, sound judgment, and the ability to balance competing priorities while fostering a high-performing, customer-centric team environment.


Responsibilities:

Performance Outcomes

Escalation Support & Team Coaching - 60%

Escalation Handling

• Serve as the first point of escalation for complex or distressed customer situations, reaching resolutions satisfactory to both the customer and the business

• Handle escalations with professionalism, sound judgment, and empathy while ensuring all details are captured, tracked, and communicated to relevant stakeholders

• Educate internal and external customers accurately while advocating for their needs within business guidelines

• Maintain a broad understanding of BSS departmental functions to support first-contact resolution across calls, chats, and emails

Coaching & People Leadership

• Support and coach an assigned team of Business Solutions account managers

• Review interactions in real time and through monitoring to identify coaching opportunities and ensure procedures are followed

• Deliver timely, specific, and actionable feedback to support performance and development

• Set clear expectations around performance, attendance, and conduct

• Facilitate conflict resolution and escalate performance concerns to the Regional Account Manager with documented observations

Backend Quality & Operational Support - 40%

Quality Monitoring

• Conduct scheduled quality evaluations across calls, chats, and emails against established standards

• Document findings with clear, constructive feedback and ensure results are consistently tracked and reported

• Identify quality trends and surface insights to the Regional Account Manager to inform coaching plans and process improvements

Reporting & Operations

• Provide weekly status updates to the Regional Account Manager covering team performance, escalation trends, and quality findings

• Assist with real-time resource management, shift coverage, and cross-functional projects as needed

• Recommend process or system improvements based on frontline observations

• Lead by example through direct involvement in report processing and analysis, ensuring account updates are processed promptly and accurately.

• Other duties as assigned.

Education, Knowledge, and Experience

• High School diploma or GED required; some college preferred

• 1-3 years of Legal Shield experience preferred

• Experience de-escalating and resolving complex customer interactions

• Experience conducting quality evaluations or call monitoring preferred

• Proficient in Microsoft Office (Word, Excel, PowerPoint, SharePoint) and familiar with CCaaS platforms

• Strong written and verbal communication skills with ability to engage stakeholders at multiple levels

• Effective coaching, analytical, and problem-solving skills with high attention to detail

• Strong organizational skills with ability to manage multiple priorities in a fast-paced environment

• High level of professionalism, discretion, and accountability; models attendance and punctuality expectations for the team

FLSA Status

Non-exempt

Physical Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer

• Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone

• Occasional standing, walking, bending, or reaching within the office environment

• Ability to lift and/or move up to 10-15 pounds (e.g., files, office supplies, equipment)

Additional Information:


Location:
Ada


Department:
9340 Business Solutions Sales Operations


Time Type:
Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women,…