Advising Services Operations Manager

Job Title: Advising Services Operations Manager

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Both a cover letter and resume are required for this position in conjunction with your application. A presentation will be required of finalists for this position.

Summary

The SECO Advising Services Operations Manager works as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and manages and supervises Career Advisor Supervisors delivering SECO Program services. The SECO Advising Services Operations Manager provides support to the Deputy Program Manager (DPM) and SECO Career Center Manager in the operational direction and oversight of Career Advising Operations Services.

The SECO Advising Services Operations Manager develops and implements operational policies, procedures and guidelines for the effectiveness and efficiency of education and career advising services operations, ensuring operational performance, quality control, and other performance standards are met and/or exceeded. Works with the Deputy Program Manager (DPM) and SECO Career Center Manager in the execution of the program to provide reporting, briefing, quality control and other support as required for customer delight.

Essential Duties and Responsibilities

• Supervises professional staff working in a contact center environment to deliver academic and career advising, information and referral, and employment services to military spouses, as well as to resolve complex issues as needed.

• Ensures sufficient technical and operational contact center resources are established to meet contract requirements.

• Creates and maintains efficiencies by developing positive contact center workflows, using appropriate resources, evaluating by performance metrics and developing process improvement when necessary.

• Ensures that contract staff receive required job-related training and facilitate the approval process for government-directed training in accordance with contract requirements.

• Conducts operational planning, execution, and evaluation of a multi-faceted program that requires collaboration with the Department of Defense customer to identify new and innovative services for military spouse education and employment opportunities.

• Ensures that contract service, quality, and performance requirements are met, and standard operating procedures (SOP) compliance is maintained by the SECO Career Advising team.

• Advises the DPM and SECO Career Center Manager and SECO Contract Program Manager of any contractual issues that may result in Contracting Office action and of any anticipated or proposed adverse personnel action.

• Works with the DPM and SECO Career Center Manager and the Coaching Services Operations Manager in developing short- and long-range goals, objectives, policies and operating procedures in accordance with contract parameters for the Career Center and specifically Advising Services.

• Develops and submits weekly/monthly/quarterly management reports on compliance, quality and contract deliverables regarding Career Advising Services operations.

• Directs management and oversight of Career Advisor Supervisors and Contact Center Operations Analysts.

• Works with Career Advisor Supervisors, Contact Center Operations Analysts and staff to problem solve and facilitate issues and situations.

• Provides oversight of hiring process to ensure compliance with contract requirements and adherence to Zeiders' Human Resources policies for Career Advisor staff. Ensure that contract staff receives required corporate-sponsored training in coordination with the Training Director, Human Resources and the contract's learning specialists.

• Celebrates staff accomplishments and contract performance. Develops and implements performance standards; provides performance feedback and management consistent with Zeiders' Human Resources policies.

• Serves as senior POC in managing escalated customer service or compliance issues regarding advising operations to include research, response, and corrective action.

• Serves as POC for SECO staff for various contract features; interface with the government client and supporting contractors regarding SECO contract features.

• Manages Senior Career Advisor projects and work assignments.

Supervisory Responsibilities

• Manage subordinate Career Advisor Supervisors who supervise career advisors. Manage subordinate Contact Center Operations Analysts who support contact center operations. The position is responsible for the overall direction, coordination, and evaluation of these activities. Supervisory responsibilities are executed in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Education and/or Experience Qualifications

• Master's degree in Education, Career Counseling, Human Resources, Social Services, or related field; or a Bachelor's Degree with two (2) years of related experience.

• Do you have a minimum of five (5) years' experience as a professional academic advisor, career or guidance counselor, higher education administrator or workforce development professional.

• Five (5) years' experience in support of Contact Center Operations.

• Five (5) years personnel management/staff supervision delivered with preference for experience in a remote work setting.

Preferred Qualifications:

• Three (3) years' experience managing contact center environments.

• Experience and proven track record with high-tempo, technology-intensive service delivery operations, with a preference for a contact center operations setting.

• Results-driven manager with the ability to influence and focus on continual process improvement.

• Ability to use Microsoft Office programs and adept at learning a variety of technology applications.

• Demonstrable success in government contracting through prior work experience in a customer-facing role.

• Preference for military spouse or former military spouse.

Other Skills and Abilities

• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

• You will need to complete and clear the full government background check process based on your role.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service

• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

• Interpersonal Skills

• Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

• Oral Communication

• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; communicates with the highest level of professionalism when interfacing with government client.

• Written Communication

• Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

• Teamwork

• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports team's efforts to succeed.

• Judgment

• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

• Professionalism

• Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments; holds subordinate staff accountable for their performance.

• Quality

• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; discerns when center or website outages should be reported to the government client.

• Ability to work both independently and as part of a team.

Physical Demands:

Work is typically performed in an office environment. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while