Court Support Supervisor

Job Description

• Lead one-on-one/team meetings to address concerns, provide updates, and set goals.
• Conduct quality audits, analyze reports, and identify areas for improvement.
• Train Expert Witnesses and serve as a backup when necessary, including travel if required.
• Prepare for court cases, including researching system maintenance and case histories.
• Manage and enhance the court request tracking tool for accurate and timely case handling.
• Develop and deliver training programs for new hires and ongoing staff education.
• Resolve escalated customer issues and provide solutions to complex problems.
• Monitor metrics and service level agreements (SLAs) to ensure targets are met.
• Facilitate all communication between customers, team members, and other departments to ensure alignment.
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
• Drive efficiency improvements, cost reductions, and customer satisfaction enhancements.

• Bachelor’s degree or equivalent work experience preferred
• Experience managing a team in a Supervisor or Team Lead capacity
• Intermediate to advanced computer skills using Microsoft Office (Word, Outlook, SharePoint, and Excel).
• Excellent communication, both verbal and written
• Strong knowledge of customer service processes and best practices
• Proven track record of achieving performance targets and improving customer service.
• Strong analytical skills and attention to detail
• Arizona Private Investigator License is required (Verra Mobility will assist with the process).
• Flexibility to accommodate travel requirements with minimal notice.
• Must be able to operate effectively and reliably in the office and/or at customer locations.

• Travel 20%