We currently have an opening as a Coaching Services Operations Supervisor to work as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and provide staff support for multiple locations where Zeiders provides services under the Spouse Education and Career Opportunities (SECO) Program.
NOTE: Both a cover letter and resume are required for this position in conjunction with your application.
7:00am- 4:00pm Shift
Essential Duties and Responsibilities:
Ensures that contract-related activities, including Government deliverables, personnel management, and call audits are conducted in accordance with Zeiders' corporate policies and management philosophy.
Serves as primary corporate management resource for approximately 10-15 career coach staff at a virtual contact center that operates Monday
Manages career coaching employees virtually; is responsible for the overall direction, coordination, and evaluation of staff.
Carries out supervisor responsibilities 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.
Provides program guidance, staffing and Quality Control as needed, to ensure quality of service delivery and compliance with contract requirements.
Understands and implements industry standard contact center practices.
Collaborates in a team environment as well as independently on task and projects.
Uses critical thinking to solution problems that can surface at a moment's notice.
Works as part of an integrated contract management team that includes Quality Assurance, Reporting and Workforce Management.
A Master's degree in Counseling, Career Counseling, Higher Education Administration/Leadership, Education, Adult Education, or related field
Three (3) years' experience in social service program administration / management
Three (3) years personnel management/staff supervision.
Supervisory/performance management experience including; coaching, providing feedback, facilitating professional development, handling escalations (Customer Recoveries), and processing daily operations such as managing leave, timecards, serving as Manager on Duty for the Career Center, etc.
Excellent written and verbal communication skills
Demonstrated evidence of successfully working in a team environment
Exceptional attention to detail and commitment to quality management
Ability to manage change, communicate contract expectations/deliverables in a positive and proactive manner
Ability to multi-task in a fast paced environment and effectively handle multiple responsibilities within specified deadlines
Demonstrated ability to build a cohesive team and foster a culture of service excellence
Comfort with technology to include working within multiple systems simultaneously
Experience providing supervision to career coaches /career counselors who provided services across the career development lifespan to include career assessments, career exploration, career decision-making, resumes, personal branding, interview strategies, job search strategies, etc.
Preference for candidates with MBTI and/or Strong Interest Inventory certification
Preference for candidates with certification as a Nationally Certified Counselor (NCC) or Certified Workforce Development Professional (CWDP)
Experience providing career and educational counseling or coaching with diverse populations
Preference for candidates with familiarity with government contracting process through prior work experience
Preference for direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.
Experience working in higher education or extensive knowledge of post-secondary educational institutions and various types of certificate/degree programs
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.
The position has people management duties and 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.
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service Effectively 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.
Works in office areas. 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.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or