Court Support Supervisor

Summary

Join Verra Mobility as a Court Support Supervisor and oversee daily operations, ensuring fulfillment of expert witness requests across various programs. You will lead and mentor a team, manage case information, conduct quality audits, and resolve complex customer issues. The role requires expertise in Verra Mobility systems, strong analytical and communication skills, and an Arizona Private Investigator License. Responsibilities include training, preparing for court cases, managing tracking tools, and driving efficiency improvements. This position offers the opportunity to contribute to a global leader in smart mobility, impacting safe and efficient transportation.

Requirements

• Bachelor’s degree or equivalent work experience preferred
• 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
• Make sound decisions and accept/act upon constructive criticism
• Adhere to professional behavioral expectations and the ability to work collaboratively with different groups, customers, and departments
• Must be able to operate effectively and reliably in the office and/or at home
• Drug Tests, Background Checks, and Fingerprints are required
• Capable of sitting or standing for extended periods will be a requirement

Responsibilities

• Analyze queue and operational metrics to identify trends and areas of improvement
• Maintain and enforce high standards of customer service across all programs
• Address and resolve complex customer concerns and/or program performance gaps promptly and effectively
• Guide, monitor, and lead the Court Support Team, ensuring individuals are motivated, and working together to achieve operational goals
• Capture expert witness requests, make assignments to fulfill, and maintain key information for each case
• Lead one-on-one/team meetings to address concerns, provide updates, and set goals
• Conduct quality audits, analyze reports, and identify areas for improvement
• Expertise in key processes related to Verra Mobility Systems, including event ingestion, camera operations, hearings, and court support
• 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
• Maintain a high level of knowledge regarding customer business rules and product offerings changes
• 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 and collaboration
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required
• Ensure alignment with Business Requirements and company policies
• Drive efficiency improvements, cost reductions, and customer satisfaction enhancements
• Additional tasks as assigned