Client Service Supervisor at RPS North America

Culver City, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Business Services, Customer ServiceIndustries

Requirements

On-site presence with client to oversee multiple sites or projects
Ability to act as primary daily client contact
Knowledge of SPS policies and procedures to ensure strict adherence
Proficiency in tracking mechanisms for client requests and performance metrics
Capability to manage resources including people, hardware/software, and facilities
Skills in financial management, including P&L, budgeting, payroll, billing, and A/R
Experience in employee coaching, development, performance evaluations, and documentation
Ability to conduct walkthroughs, incident documentation, and reporting
Understanding of KPIs/SLAs, CSI, ESI, and governance models

Responsibilities

Oversee service delivery and manage receipt, delegation, and completion of client requests
Meet all client and SPS deadlines
Coordinate staff schedules for coverage of PTO, sickness, and emergencies
Maintain a safe working environment for SPS staff
Track client requests and maintain metrics for monthly KPI/SLA reporting
Oversee equipment, supply, and vendor compliance with SPS contract
Perform daily walkthroughs to observe team performance
Document and report incidents to client and SPS immediately
Oversee and report on financial performance, maintain site P&L, execute payroll/billing/A/R, and forecast budgets
Grow the account year-over-year
Ensure client and employee engagement, maintain CSI and ESI scores
Participate in client business reviews and SPS events
Coach, develop, cross-train, appraise, and counsel staff; provide performance evaluations
Set and communicate individual responsibilities, goals, and expectations to staff
Ensure operational excellence and adherence to SPS policies/procedures
Meet or exceed contractual KPIs/SLAs; report incidents proactively
Standardize policies/procedures, including reporting and benchmarks
Drive operational improvements, solution design, and troubleshoot issues
Coordinate, implement, and oversee special projects
Lead vendor partner negotiations
Manage site financials for hours, margins, profitability, and growth

Skills

Employee Management

Staff Scheduling

Service Delivery

Customer Satisfaction

KPI Tracking

SLA Management

Vendor Management

Incident Reporting

Financial Reporting

P&L Management

Payroll Processing

Billing

Accounts Receivable

RPS North America

Global consulting firm for diverse sectors

About RPS North America

RPS North America provides consulting and advisory services across various sectors, including property, energy, transport, defense, government services, and water resources. The company helps clients, which range from large corporations to non-profits, navigate complex challenges and achieve regulatory compliance through a wide array of services. These services include management consulting, environmental consulting, project management, and digital solutions, among others. RPS North America stands out from its competitors by leveraging its deep expertise and global presence to deliver tailored solutions that meet specific client needs. The company's goal is to drive sustainable growth and address critical issues such as infrastructure development and risk management, ensuring a consistent demand for its high-value services.

Delft, NetherlandsHeadquarters

1970Year Founded

$31.5KTotal Funding

ACQUISITIONCompany Stage

Consulting, Energy, Enterprise SoftwareIndustries

5,001-10,000Employees