SPS-North America
ClientServiceSupervisor
“Client Service Supervisor at SPS-North America. Skills: Service delivery, Employee management, Customer satisfaction, Client requests, Financial performance. Oversee service delivery. Manage client requests”
What You'll Achieve.
Meet all client deadlines; Meet all SPS deadlines; Maintain proforma P&L; Grow account year-over-year; Maintain Client Satisfaction Index; Maintain Employee Satisfaction Index; Reduce turnover; Increase employee satisfaction; Increase promotability; Meet contractual KPIs; Meet client KPIs; Meet contractual SLAs; Meet client SLAs
Industry & Context.
Troubleshoot issues; Resolve issues
Sit on-site with client, Physical demands
What They're Looking For.
Must Have
High School Diploma, 3+ years relationship building, 3+ years operational management, 5-10 employees management experience, Build business relationships, Interact with C-level executives, Solid understanding of selling skills, Exceptional computer skills
Nice to Have
Bachelor's Degree or higher, Industry related experience a plus
What You'll Do.
Oversee service delivery
Manage client requests
Meet client and SPS deadlines
Manage operation resources
Coordinate staff schedules
Maintain safe working environment
Track client requests
Maintain reporting metrics
Oversee vendor compliance
Observe team performance
Report on financial performance
Execute payroll deadlines
Execute billing deadlines
Execute A/R collection deadlines
Oversee monthly budget forecasts
Grow existing account
Ensure client engagement
Ensure employee engagement
Maintain Client Satisfaction Index
Participate in client reviews
Maintain Employee Satisfaction Index
Participate in SPS events
Establish accountability
Coach operations team
Develop operations team
Cross-train operations team
Set individual responsibilities
Communicate operational issues
Communicate daily goals
Communicate service improvements
Communicate customer expectations
Maintain employee documentation
Provide employee evaluations
Adhere to SPS policies
Serve as policy resource
Meet contractual KPIs
Meet contractual SLAs
Report personnel incidents
Report security incidents
Report data breach incidents
Institute SPS Governance Model
Standardize procedures
Standardize reporting
Standardize benchmarks
Drive operational improvements
Troubleshoot client issues
Resolve site management issues
Resolve site staff issues
Coordinate special projects
Implement special projects
Oversee special projects
Coordinate vendor negotiations
Lead vendor negotiations
Manage site financials
Serve as OSHA resource
Serve as EEOC resource
Manage direct reports
Assist in training material development
Execute formal training sessions
Support business development
How You'll Work.
Team & Collaboration
Client Services Manager; Client Manager; Client Director; SPS employees; Client employees; SPS leadership team
Communication Scope
English written; English oral; Presentation; Interpersonal skills
Applying for this Client Service Supervisor role?
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ANONYMOUS · UNFILTERED
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