Customer Service Supervisor - Candidate Services

The National Conference of Bar Examiners (NCBE) is a nonprofit organization dedicated to advancing a competent, ethical, and diverse legal profession. We develop and deliver high-quality assessment products, services, and research that support state courts and licensing authorities in evaluatingthe readiness of aspiring lawyers.

NCBE is committed to fostering a collaborative, mission-driven environment with competitive salaries, comprehensive benefits, flexible scheduling, and professional development opportunities. NCBE's headquarters is based in Madison, Wisconsin, a dynamic community with exceptional amenities.

The Candidate Services Supervisor oversees the work of the department's advisor positions to support timely, accurate, consistent, and professional service to candidates.

Essential Duties and Responsibilities:

• Supervises a team of advisors and supports consistent compliance with NCBE policies, procedures, service standards, and candidate communication expectations.
• Assigns, monitors, and reviews advisor work to support accuracy, consistency, timeliness, and appropriate handling of candidate inquiries.

• Reviews candidate communications and related materials to support quality and consistency.
• Provides guidance to advisors regarding candidate inquiries, service procedures, documentation expectations, escalation procedures, and department processes.
• Monitors workload, response times, inquiry trends, deadlines, and recurring service issues, and escalates matters as appropriate.
• Ensures advisors are informed about changes to NCBE's products, services, processes, and candidate-facing information.
• Collects data and prepares reports on candidate inquiries, service activity, workload, response trends, team performance, and recurring issues.
• Supports the development and maintenance of department procedures, templates, standard responses, knowledge base documents, and frequently asked questions.
• Identifies opportunities to update or improve procedures and makes recommendations to the Director of Candidate Services.
• Performs other related duties as assigned.

• Participates in hiring and selection for Candidate Services advisor positions.
• Oversees the training of new and existing team members on department policies, procedures, systems, service standards, candidate communication expectations, and best practices.
• Organizes and oversees the schedules, assignments, priorities, and daily work of department staff.
• Provides regular coaching, guidance, and feedback to support employee development and team performance.
• Conducts performance evaluations and addresses performance concerns in accordance with NCBE policy.

• Bachelor's degree or equivalent experience.
• 5+ years of customer service experience required, including 2+ years of experience supervising and/or leading staff preferred.
• Excellent written and verbal communication skills, with the ability to convey information, expectations, and feedback clearly and professionally.
• Ability to supervise daily operations efficiently and ensure team productivity.
• Experience in coaching, mentoring, and developing team members. Proven ability to hold employees accountable and support performance management.
• Experience fostering a collaborative and positive team environment.
• Ability to critically analyze information and pay close attention to detail.
• Proficiency in Microsoft Office Suite required; experience with SharePoint a plus.
• Ability to resolve candidate complaints and issues while maintaining a professional and calm demeanor.

• assessment products, services, and research;
• character investigations; and
• informational and educational resources and programs.