Description
Job Title: Operations Supervisor
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. This position is remote and eligible to telework from any location within the United States with occasional evening and weekend work required.
Summary- This is a contingent Opportunity and would begin work upon the contract award
The Operations Supervisor provides support for staff in multiple locations where Zeiders provides services under the Military OneSource contract. As a member of the contract management team, the Operations Supervisor is the primary corporate virtual supervisor for a network of virtual and in-person Financial Counselors and Tax Consultants serving under the Contract. The Operations Supervisor is responsible for monitoring staff performance, providing program guidance, ensuring quality of service delivery and compliance with contract requirements.
Essential Duties and Responsibilities:
Management and Administrator Support: Provides information to Contract Management (Program Manager, Operations Manager, and Business Manager) regarding contract performance and compliance. Provides input to the required monthly and other periodic reports. Seeks consultation with Contract Management regarding policy exceptions and personnel issues.
Staff Support: Hires, trains, and develops Financial Counselors and Tax Consultants. Ensures staff has the necessary resources to fulfill their job responsibilities. Provides regular, scheduled supervision telephonically or via video chat. Ensures staff complies with corporate policies including proper timekeeping, paid time off, and reporting requirements. Approves timesheets and keeps leave schedules. Maintains accountability of staff. Initiates employee appreciation as appropriate.
Contract Monitoring: Ensures contract requirements, compliance, and quality are met and maintained. Advises Contract Management of any contractual issues which may result in customer action and of any anticipated or proposed adverse personnel actions. Works with Contract Management in developing and implementing solutions to contract-related challenges. Monitors program activities and changes through interaction with Contract Management to creatively problem-solve for ensuring compliance with contract requirements and performs periodic audits.
Quality Control: Ensures the implementation and maintenance of a Quality Control plan that supports the contract objectives.
Cross Training and Collateral Duties: Will be cross trained to back-up other Operations Supervisors and assigned collateral duties as needed by Contract Management.
Property Management: If applicable, maintains perpetual inventory control record. Initiates process of required annual physical inventory. Assures adherence to Zeiders' Property Control Plan. Prepares required annual report.
Perform other duties as assigned.
Supervisory Responsibilities
This position manages subordinate supervisors who supervise site based remote employees. The position is responsible for the overall direction, coordination, and evaluation of these activities at their assigned areas of responsibility. Supervisory responsibilities are executed in accordance with Zeiders' corporate policies and management philosophy. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Qualifications:
A minimum of a master's degree OR a bachelor's degree coupled with 4 years' relevant experience.
Minimum 2 years of financial counseling/coaching program administration/management experience.
Minimum 3 years of experience with personnel management/staff supervision.
Experience with and ability to proficiently use Microsoft Office software (Outlook, Word, Excel, PowerPoint).
Excellent oral/written communication skills.
Ability to effectively manage multiple priorities.
Must be a US Citizen.
Must pass a pre-employment background check and a NACI (Tier 1) security check,
Preferred Qualifications:
A national certification as an Accredited Financial Counselor (AFCR), Chartered Financial Consultant (ChFCR), or Certified Financial Planner (CFPR).
Experience working in or managing contact center operations.
Experience managing and leading geographically dispersed teams.
Experience as a military member or military spouse.
Experience with government contracting processes and familiarity with Federal Acquisition Regulations (FAR).
Experience with government program management, design, development, implementation, evaluation and reporting.
Ability to implement sound financial / budget processes.
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.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Ability to work both independently and as part of a team
Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
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.
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.
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.
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.
Physical Demands:
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.
Work Environment:
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.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer.
Pay Range: $67,000 - $94,100
PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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 the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
