Supervisor, Client Advocates (In-Office)

Description

Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in-class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery.

Job Summary

The Supervisor, Client Advocates, provides leadership and direction to a team of Client Success Advocates responsible for delivering exceptional service to clients through phone and email communication. This role ensures prompt, accurate, and professional client support while maintaining high standards of operational excellence and client satisfaction.

The Supervisor is accountable for monitoring performance metrics, enhancing individual and team competencies, and fostering a culture of accountability, collaboration, and continuous improvement. This position also contributes to the refinement of internal processes, documentation standards, and quality assurance initiatives to optimize service delivery.

As most clients interact with Universal through a web-based application to submit and retrieve background checks, the role frequently involves providing step-by-step guidance to new users. While not a technical support position, proficiency in web-based systems, troubleshooting, and instructional communication is highly valued.

Key Responsibilities

Client Service

• Supervise all daily client interactions, including inbound and outbound calls and emails, ensuring professionalism, accuracy, and adherence to company standards.
• Ensure all client transactions and communications are documented accurately and promptly within the company’s web-based CRM system.
• Oversee new account setup and existing account maintenance to ensure data integrity and client satisfaction.
• Anticipate client needs and proactively identify opportunities to deliver service enhancements and solutions.
• Partner closely with Client Success Managers and Client Advocates to ensure Service Level Agreements (SLAs) are consistently achieved.
  
  

Operational Excellence & Performance Management

• Track and analyze key performance metrics to assess team productivity, quality, and efficiency.
• Prepare and deliver performance summaries and reports to management.
• Utilize SQL and other reporting tools to extract and evaluate operational data.
• Implement process improvements that enhance workflow, reduce redundancy, and strengthen overall team effectiveness.
• Manage timekeeping and attendance-related matters for assigned staff, ensuring accuracy and compliance with company policies
  
  

Team Leadership & Development

• Lead, mentor, and coach Client Advocates to promote professional growth, accountability, and engagement.
• Provide regular performance feedback, guidance, and individualized development plans.
• Identify and address performance gaps through targeted training and support.
• Coordinate and manage work schedules to ensure adequate team coverage and operational continuity.
• Monitor and adjust workloads to maintain balanced productivity and consistent service levels during business hours.
  
  

Quality Assurance & Process Improvement

• Contribute to the development and implementation of Quality Assurance programs and standards.
• Review and update departmental procedures, documentation, and protocols to ensure relevance and accuracy.
• Collaborate cross-functionally to identify, design, and execute process improvements that enhance client experience and operational scalability.
• Maintain a continuous improvement mindset focused on optimizing service delivery and internal efficiency.
  
  

Administrative Tasks

• Participate in departmental meetings, training sessions and company initiatives.
• Perform additional duties and special projects assigned by leadership.
  
  

Education

• High School Diploma or Equivalent required.
• Associate or Bachelor’s in Business, Communications or related degree preferred.
  
  

Experience

• Minimum of three years of experience in a professional customer service environment; business-to-business experience strongly preferred.
• Proven supervisory or team leadership experience required.
  
  

Skills & Competencies

• Strong analytical and problem-solving abilities with sound judgment.
• Exceptional written and verbal communication skills, with a demonstrated ability to convey complex information clearly and professionally.
• Excellent organizational and time management skills, with a commitment to meeting deadlines and maintaining service standards.
• Proven ability to lead, develop, and motivate a team in a fast-paced environment.
• Familiarity with background checks, pre-employment screening, or human resources processes is an asset.
  
  

Technical Proficiency

• Advanced proficiency in Microsoft Office Suite and internet/web-based applications.
• Experience with CRM systems and SQL reporting tools preferred.
  
  

Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Position Requirements