{"id":4269143,"url":"https://alion.io/job/sps-client-service-supervisor-2","title":"Client Service Supervisor","company":{"id":1961541,"name":"SPS","domain":"spsglobal.com","url":"https://alion.io/company/spsglobal","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Columbia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T14:40:51Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T23:20:56Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title: Client Services Supervisor\nReports To: The Client Services Supervisor will report to the Client Services Manager, Client Manager, Client Director, or equivalent leadership.\nJob Overview:\nSPS is seeking a dynamic individual to enhance Records & Information compliance for our clients across industry verticals. This position is part of subject matter experts responsible for building internal relationships, creating strategies, and supporting operations with program maturity. This position requires strong technology skills with experience developing and leading initiatives to transition to “less” paper environments. In addition, this position is responsible for daily service delivery, employee management, and overall customer satisfaction. The individual will act as the primary daily client contact in correlation with the Client Service Manager. \nThe Client Services Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required.\nOverall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.\n Duties and Responsibilities:\nTo succeed in this position, an individual must be able to perform each essential duty satisfactorily. The responsibilities listed below are representative of the knowledge, skill, and/or ability required. \nKey areas of focus will include but are not limited to:\nOversee service delivery.\nManages the receipt, delegation, and successful completion of all client requests.\nMeets all client and SPS deadlines.\nManages all resources within the operation including people, hardware/software and facilities.\nCoordinates staff schedules to ensure appropriate staff levels are maintained, and proper coverage is provided for PTO, sickness and emergencies.\nMaintains a safe working environment for the SPS staff.\nTracks all client requests using the approved tracking mechanism and performance.\nMaintains metrics for monthly reporting of KPIs/SLAs.\nOversee all equipment, supply and messenger vendors to comply with SPS contracts.\nPerforms multiple daily walkthroughs to observe team performance firsthand.\nDocument any incidents and inform Client and SPS immediately.\nOversee and report on financial performance.\nMaintains site P&L at proforma levels or above.\nConsistently executes all deadlines to be met for payroll, billing & A/R collection.\nOversee monthly budget forecasts for the account.\nGrows the existing account year-over year.\nInsures client & employee engagement.\nMaintains Client Satisfaction Index (“CSI”) at or above previous score.\nParticipate in monthly and quarterly client business reviews.\nMaintains the Employee Satisfaction Index (“ESI”) at or above previous score.\nParticipate in SPS sponsored events.\nEstablishes and maintains accountability to Client Services Manager and/or higher-level leadership.\nCoaches, develops, and cross trains operations team to grow their careers.\nSets and communicates to each staff member about individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations.\nDevelops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase the promotability of staff members.\nMaintains consistent documentation monitoring the status of each employee.\nProvides annual employee performance evaluations and reviews as directed by SPS.\nInsures operational excellence.\nPerforms strict adherence to all SPS policies and procedures.\nServe as a knowledge resource regarding SPS policies and procedures\nMeets or exceeds all contractual and client KPIs/SLAs.\nImmediately report any personnel, security or data breach incidents to SPS leadership team.\nProactively institutes the SPS Governance Model to ensure client satisfaction.\nStandardizes policies and procedures, including monthly statistical reporting and benchmarks.\nDrives operational improvements and solution design.\nTroubleshoots and resolves all client, site management and site staff issues.\nCoordinates, implements and oversees any special projects.\nCoordinates and leads vendor partner negotiations.\nManages site financials in terms of hours, gross margin spread, profitability and growth.\nServes as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.\nManages direct reports including managerial staff.\nAssists in the development of training materials and execution of formal training sessions.\nSupports business development internally and as directed.\nMaintains consistent communication with Client and SPS at all levels.\n\nCompetencies:\nResults-oriented.\nDriven by client satisfaction.\nStrong integrity, solid business ethics.\nStrong project management skills\nPrepare and present client reports, including forecasting trends and identifying opportunities\nEffectively present information and respond to questions from supervisors, clients, and employees\nExcellent presentation and interpersonal skills.\nExcellent English written and oral communication skills.\nExpert in customer service skills, professional attitude, and appearance.\nGood organizational skills.\nAbility to maintain confidentiality.\nAttention to detail.\nAbility to function with a high level of patience, tact, and diplomacy to defuse anger and collect accurate information.\nAble to convey information and ideas through speech in ways that others will understand.\nAble to listen to and understand information and ideas presented through spoken words and sentences.\nAble to speak clearly so listeners understand, identify and understand the speech of another person.\nBe personable, articulate, knowledgeable, and professional in presenting oneself in a professional setting.\nFlexibility in dealing with simultaneous projects.\nQualifications and Education Requirements:\nHigh School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred.\nMinimum of 3+ years of experience in high level relationship building and operational management.\nPrevious management/ supervisor experience overseeing 5-10 employees.\nCertified Records Manager (CRM), CRM candidate, or Information Governance Professional (IGP) preferred.\nExperience must include developing, planning and implementing programs (electronic & paper), including records retention.\nStrong technical skills required include working knowledge of leading records management software programs and document management systems.\nAbility to perform benchmarking assessments, and collect, analyze and interpret data.\nAbility to assist in the design and implementation of customized workflows.\nStay on top of industry trends and emerging technologies.\nStrong project management skills\nAbility to build business relationships and interact effectively with “C” level executives.\nSolid understanding of selling skills.\nExceptional computer skills.\nIndustry related experience plus.\nDriven by client satisfaction, with a proven track record of diplomacy and ownership.\nStrong integrity, solid business ethics.\nStrong team approach to account management.\nCreative strategic thinking and performance.\nRequired to maintain an overall professional appearance and attitude.\nAdhere to all policies and procedures required.\nPhysical Demands:\nFine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.\nAbility to walk, bend, kneel, stand, and/or sit for an extended period of time.\nManual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).\nPhysically able to talk on the phone and input data simultaneously.\nAbility to lift or move 40 lbs. or greater frequently.\nSpecific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness\nWHAT WE OFFER\nCareer Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.\nLearning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.\nWe Recognize Talent: We offer a variety of recognition programs for all levels of employees.\nPaid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.\nBonuses: Are available for employee and client referrals for current employees.\nBenefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.\n\nAbout SPS\nSPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.\nOur clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.\nAt SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.\nSPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.\nColorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.\nTo ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.\nSPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.\nTo view our privacy policy, click on the link below: Data Privacy Statement\nAcknowledgement Section: By submitting an application, by hitting \"Submit Application\", you certify that the information contained...","description_format":"text","description_chars":12541,"description_truncated":true,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Equity","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-13T17:19:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-11-14T02:28:33Z"},"pay":null,"html_url":"https://alion.io/job/sps-client-service-supervisor-2","json_url":"https://alion.io/job/sps-client-service-supervisor-2.json","meta":{"generated_at":"2026-11-14T02:28:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3236,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1961541},"rest":"https://alion.io/mcp/rest/get_company?id=1961541"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsps-client-service-supervisor-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsps-client-service-supervisor-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsps-client-service-supervisor-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sps-client-service-supervisor-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsps-client-service-supervisor-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4269143}},{"tool":"search_jobs","arguments":{"company":"spsglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4269143},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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