Operations Supervisor

<h2>Job Overview:</h2><p style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">The Supervisor is expected to support the staff, program(s) and the Program Manager, Service Delivery in the following areas (but not limited to):</span></p><p style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p><p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Agent Training and Coaching</span></strong></p><ul><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Supervise and guide staff on assigned program(s). Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Lead proficiency gap assessment of staff, and develop plans to address performance issues.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Regularly monitor and review trainings to determine effectiveness, and provide feedback on recommendations for improvement in future training sessions.</span></li></ul><p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Listen to agent calls to assess customer service levels on program(s) and provide feedback and remediation plans as necessary. Occasionally listen to calls on program(s) to assess customer service delivery across the program. Client and Program Communication</span></strong></p><ul><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Ensure that Associate has assigned and completed work appropriately in a timely manner according to performance metrics and program efficiency.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Identify and escalate program trends and provide recommendations to the issues as necessary.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Monitor program volume, identify fluctuations and recommend staffing changes to address needs. When deviations occur, escalate deviations.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Expresses thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, clear, and concise language.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Proactively share communication updates and recommendations regarding program operations with peers and Program Manager, Service Delivery.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Attend client meetings to support the program and Program Manager, Service Delivery, as needed.</span></li></ul><p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Reporting and Analytics</span></strong></p><ul><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Address and resolve issues as necessary.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Identify trends and issues, providing action plans and recommendations as necessary.</span></li></ul><p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Program Specific Knowledge</span></strong></p><ul><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high quality manner.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Coordinate internally to ensure all resources are available to accurately and effectively support the team.</span></li><li><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Own the escalation of and action plan to address workflow, process and turnaround time deviations. Provide Program Manager, Service Delivery frequent communication on progress.</span></li></ul><p style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Successfully participate in special projects as assigned, and execute all expected deliverables.</span></p><p style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Other duties as assigned.</span></p><p style="margin: 0px;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p><h2>Education/Qualifications:</h2><p style="margin: 0px;">Please see requirements above.</p><h2>Experience:</h2><p style="margin: 0px;">Please see requirements above.</p>