Client Services Supervisor at RPS North America

Orlando, Florida, 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 ServicesIndustries

Requirements

High School Diploma (or equivalent)
Minimum of 3+ years of experience in relationship building and operational management
Previous management/supervisor experience
Ability to build business relationships and interact effectively with all administration levels
Knowledgeable computer skills (Outlook, Word, Excel, Google Calendar)
Industry related experience a plus
Fine and/or gross motor skills, including the ability to grasp, lift and/or carry
Results-oriented
Driven by client satisfaction
Strong integrity and solid business ethics
Excellent presentation and interpersonal skills
Excellent English written and oral communication skills
Good customer service skills, professional attitude and appearance
Good organizational skills
Ability to maintain confidentiality
Attention to detail
Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information
Able to convey information and ideas through speech in ways that others will understand
Able to listen to and understand information and ideas presented through spoken words and sentences
Able to speak clearly so listeners understand, identify and understand the speech of another person
Personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
Flexibility in dealing with simultaneous projects

Responsibilities

Oversees service delivery
Manages the receipt, delegation and successful completion of all client requests
Meets all client and SPS deadlines
Manages all resources within the operation including people, hardware/software and facilities
Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies
Maintains a safe working environment for both the client and SPS staff
Tracks all client requests using the approved tracking mechanism and performances
Supports all equipment, supply and messenger vendors to comply with SPS contract
Performs multiple daily walkthroughs to ensure teams performance meets Clients and SPS standards
Documents any incidents and informs SPS Client Manager immediately
Participates in monthly and quarterly client business reviews
Establishes and maintains accountability to Client Manager and/or higher level leadership
Coaches, develops, and cross trains operations team to grow their careers
Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members
Maintains consistent documentation monitoring the status of each employee
Ensures operational excellence
Performs strict adherence to all SPS policies & procedures
Serves as a knowledge resource regarding SPS policies and procedures
Immediately reports any personnel, security or data breach incidents to SPS leadership team
Proactively institutes the SPS Governance Model to ensure client satisfaction
Drives operational improvements and solution design
Troubleshoots and resolves all client, site management and site staff issues
Coordinates, implements and oversees any special projects
Maintains consistent communication with Client and SPS at all levels
Acts as the primary daily client contact
Provides prompt, courteous and efficient service to maintain a professional image of the company

Skills

Staff Management

Service Delivery

Customer Satisfaction

Resource Management

Scheduling

Performance Tracking

Incident Reporting

Business Reviews

Team Coaching

Employee Development

Operations Management

Policy Adherence

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