Operations Supervisor

The Operations Supervisor will oversee the activities, production, and schedule of the assigned operating shift. The Operations Supervisor will report to the Operations Manager.

Responsibilities

· Recruits, interviews, and hires in the department on an as needed basis.

· Review resumes through the really portal on an as needed basis.

· Assess written communication and computer skills for all new hires.

· Assesses skill gaps in program knowledge for all new hires through mock calls and feedback.

· Daily, will update attendance tracker and determine if team member has attendance issues and may need coaching. In addition, will notify through email all center staff of absences.

· Reassigns work responsibilities to all team members when a team member is absent.

· Ensures team member’s absent is documented on the attendance tracker.

· Monitor weekly hours to determine if the team member is below 35 hours and refer to upper management.

· Submits timecard approvals to HR for payroll on a bi-weekly basis.

· Approve PTO requests as needed.

· Provides constructive and timely performance evaluations monthly.

· Listening to phone recordings to identify missed opportunities and provide coaching daily.

· Review of audit findings to identify missed opportunities and provide coaching every two weeks.

· Review previous weeks performance with the team members on at least a weekly basis.

· Ensure follow-up calls are made within 48-hour window as required by Social Security.

· Review performance of team members to determine if coaching or disciplinary action is needed.

· Handles discipline and termination of employees in accordance with company policy.

· Review daily reports from Phoenix system for performance tracking and determine if the ticket base is successful.

· Correct any documentation and call recordings in Phoenix as needed.

· Discuss re-enrollment in the Ticket to Work program with ticket holder.

· May assist with validations for the call center when needed.

· Examine IWP Addendum before signatures are collected from the ticketholder.

· Submit development issues through Azure.

· Submit IT/computer issues through email.

· Submit chip cards to upper management to recognize teams and/or individuals for their services to the ticket holders.

· Monitor the breaks and lunch times utilizing Nextiva when needed.

· Attend weekly leadership management meetings.

· Attend mandatory training as needed.

· Works with Operations Manager and other leaders to identify and address inefficiencies and opportunities for process changes.

· Make calls to ticketholders regarding overpayments and career coaching.

· Review pending unassigned ticketholders to verify pending payments as needed.

· Communicate and update with Operations Manager daily.

· Supervise a team (minimum of 4 team members) of career coaches for performance management and coaching.

· Other temporary duties as assigned.

Required Skills/Abilities:

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Strong supervisory and leadership skills.

· Thorough understanding of operations policies and practices.

· Strong active listening skills.

· Strong written and verbal skills.

· Excellent computer skills working with Microsoft Office.

· Education and Experience:

· High school diploma or equivalent required.

· Bachelor’s Degree in related area (Business, Human Services, Psychology, Counseling, Social Work) is preferred.

· One year’s experience as a career coach is preferred.

· Some managerial and supervisory experience is preferred.

Physical Requirements:

· Must be able to sit and walk for extended periods of time.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $45,000