Description
As a federal government contractor, all employees will be required to be fully vaccinated for COVID-19 by the legislative deadline for vaccine mandates. All candidates must attest to being able to meet this requirement in order to be considered
Job Title: Coaching Services Operations Manager
Department/Contract: Spouse Education and Career Opportunities (SECO) Contract
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 Program Coaching Services Operations Manager manages and supervises Operations Supervisors for Career Coaches delivering SECO Program services. Responsible for contract performance, compliance and staffing while delivering quality operations. Provide day-to-day operational management of the career center and interaction with the government Program POC's as appropriate. Develop and implement operational policies, procedures and guidelines for the effectiveness and efficiency of career coaching services operations. Ensure operational performance, quality control, and other performance standards are met and or exceeded. Supervise professional staff working in a contact center environment to deliver the full spectrum of career development services including; career exploration , career coaching, academic planning and job search assistance to military spouses. Ensure sufficient technical and operational call center resources are established to meet contract requirements and resolve complex issues as needed. Create and maintain efficiencies by developing positive call center work flows, using appropriate resources, evaluating by performance metrics and developing process improvement when necessary. Ensure that career coaches receive training to reflect current and future career development trends. Facilitate the approval process for government-directed training in accordance with contract requirements. Integrate career coaching activities into outreach and virtual services, e.g. webinars, social media, event support, etc. Work with the Deputy Program Manager of the Career Center in the execution of the program to provide reporting, briefing, quality control and other support as required for customer delight. This remote position is from 8:30 - 5:30 pm EST, Monday through Friday with occasional travel and holiday hours.
Essential Duties and Responsibilities:
Provide support to the SECO Deputy Program Manager (DPM) for Career Center Operations in the operational direction and oversight of Career Coaching Services.
Conduct operational planning, execution, and evaluation of a multi-faceted program that requires collaboration with the Department of Defense customers to identify new and innovative services for military spouse education and employment opportunities.
Work cooperatively with the DPM for Career Center Operations and Advising 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 Coaching Services.
Ensure that contract service, quality, and performance requirements are met and standard operating procedures (SOP) compliance is maintained by the SECO Coaching Services Operations Supervisors.
Advise the DPM for Career Center Operations 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.
Develop and submit weekly/monthly/quarterly management reports on compliance, quality and contract deliverables regarding Coaching Services operations.
Direct management and oversight of Coaching Services Operation Supervisors.
Work with Coaching Services Operations Supervisors and staff to problem solve and facilitate issues and situations.
Provide oversight of hiring process to ensure compliance with contract requirements and adherence to Zeiders' Human Resources policies for Career Coaching staff. Ensure that contract staff receives required corporate-sponsored training in coordination with the Training Director, Human Resources and the contract's learning specialists.
Celebrate staff accomplishments and contract performance. Develop and implement performance standards; provide performance feedback and management consistent with Zeiders' Human Resources policies.
Serve as senior POC in managing escalated customer service or compliance issues regarding career coaching to include research, response, and corrective action.
Serve as POC for SECO staff for various contract features; interface with the government client and supporting contractors regarding SECO contract features.
Serve as POC for SECO Coaching Services outreach deliverables coordination.
Manage Senior Career Coach Projects and work assignments.
Additional duties include, but are not limited to, the areas listed above.
Supervisory Responsibilities:
Manage Coaching Services Operation Supervisors who supervise career coaches. 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.
Education and/or Experience Qualifications:
Be fully vaccinated for COVID-19 by the legislative deadline for vaccine mandates.
Master's degree in Career Counseling, Higher Education Administration/Leadership, Counseling, Education or related field
8 years personnel management/staff supervision delivered with preference for experience in a remote work setting.
A minimum of 5 years' experience as a professional career counselor, higher education administrator or as a workforce development professional.
Experience providing career coaching/counseling to diverse ADULT populations across the full career development lifespan to include career assessments, career exploration, career decision-making, resumes, personal branding, interview strategies, job search strategies, etc.
Evidence utilizing a holistic approach to assist individuals with their career and educational goals.
Experience working in higher education or extensive knowledge of post-secondary educational institutions and various types of certificate/degree programs,
Strong written and verbal communication skills; ability to build rapport with individuals
Demonstrated evidence of successfully working in a team environment
Experience and proven track record with high-tempo technology-intensive service delivery operations, with a preference for a call center operations setting.
Service as an active member of career workforce development and career counseling or coaching professional association with a commitment toward excellence in providing solutions to the military.
Results-driven manager with the ability to influence and focus on continual process improvement.
Ability to use Microsoft Office programs and a variety of technology applications.
Preferred Qualifications:
An active certification in one of the following: the Certified Career Counselor (CCC) credential, Certified Clinical Supervisor of Career Counseling (CCSCC) or Certified Master of Career Services (CMCS) credential through the National Career Development Association, the Certified Workforce Development Professional (CWDP) credential through the National Association of Workforce Development Professionals, or the National Certified Counselor (NCC) credential through the National Board of Certified Counselors.
MBTI and/or Strong Interest Inventory certification.3 years' experience managing call center environments.
Demonstrable success in government contracting through prior work experience in a customer-facing role.
Experience working in a call center or service operations environment.
Former Military, Military Spouse, Veteran or Wounded Warrior.
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:
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 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.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
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)
