Job Description

Title: Court Support Supervisor

Location: Mesa, AZ

Type: Contract to hire

PR: 45-70K

Job purpose

The Court Support Supervisor is responsible for overseeing the daily operations of all programs including:

· Analyze queue and operational metrics to identify trends and areas of improvement.

· Guide, monitor, and lead the Court Support Team, ensuring individuals are motivated, and working together to achieve operational goals.

Duties and responsibilities

· Conduct one-on-one/team meetings to address concerns, provide updates, and set goals.

· Perform quality audits and run reports to track team performance and identify areas for improvement.

· Expertise in all processes related to Verra Mobility Systems, including event ingestion, camera operations, hearings, and court support, while serving as an Expert Witness as needed.

· Testify honestly and honorably in a court of law as to what occurred.

· Prepare properly for the court cases, which may include researching system maintenance histories, case histories, etc.

· Maintain a high level of knowledge regarding changes in city equipment such as yellow light timing and signage.

· Mandatory travel is required to provide court testimony on the functionality and legality of speed and red-light cameras while collaborating with prosecutors, police, and court officials.

· Develop and deliver training programs for new hires and ongoing training for current staff.

· Handle 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 transparency.

· 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 standards.

· Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.

· Additional tasks as assigned.

Qualifications

· Bachelor’s degree or equivalent work experience

· 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 required.

· Flexibility to accommodate travel requirements with minimal notice.

· Make sound decisions and accept/act upon constructive feedback.

· 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.

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