Position Description
Career Center Operations Supervisor
2022-54148
If you love dynamic, high op tempo, challenging projects supporting the unique needs of military spouses-Serco has a great opportunity for you! Bring your expertise and collaborative skills to make an impact in the retention of our military personnel, improve access to quality career opportunities for our military spouses, and enhance satisfaction with military life.
Spouse Education and Career Opportunities (SECO) is a Department of Defense program designed to assist military spouses and surviving spouses with education and career planning. SECO services are accessed and branded through the Military OneSource (MOS) program. MOS is the branded Employee Assistance Program for DoD military beneficiaries.
Certified career counselors in the MOS Spouse Career Center provide education and career counseling services to all military spouses associated with the following four Spouse Education and Career Opportunities life cycle stages: career exploration; education, training, and licensing; employment readiness; and career connections.
The Career Center Operations Supervisor position will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, appointment setting, dispatching and email volume. The position will have high visibility to all the operations teams. This position requires the ability to multitask in a fast-paced contact-center environment and provide daily recommendations on staffing optimizations that drive positive service level performance. You will function as the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department as vital.
You will be part of a large, geographically dispersed team that works closely with Serco program management team and other Serco teams to deliver quality services to our military/government customer and military spouses.
In this role, you will be responsible for:
Responsible for providing front-line, first level supervision and leadership to advisors and coaches with the goal of meeting program objectives.
Actively and consistently support all efforts to simplify and enhance the military spouse and employee experience. Monitor individual, team, and program intra-day performance to ensure service levels and quality standards are met or exceeded.
Assist team with best practice questions and difficult contacts.
Ensure program standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Performs QC Inspector tasks as assigned and performs QC activities in accordance with the Quality Management Plan.
Establish and maintain relationships throughout organization to ensure alignment on all business initiatives.
Develop staff to be more effective in their roles by providing regular on-going coaching and on-the-job training.
Assist in hiring, training, and onboarding of new employees.
Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
Partner with Career Center Operations Manager to develop work schedules and assign duties to direct report personnel to ensure efficiency.
Ensure payroll system is updated for the team in a timely and accurately manner.
Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
Performs other duties as requested by management.
Qualifications
To be successful in this role, you will have:
At a minimum, a bachelor's degree
Must be a United States (US) Citizen.5+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.
Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
Experience with Workforce Management software - (forecasting, scheduling, performance tracking, and reporting).
Experience implementing new systems, new technology features or versions and processes.
Contact Center as a Service (CCaaS) systems knowledge.
Proficient working with Excel and other analytics tools with a preference for Power BI.
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Skilled in problem-solving, critical thinking and decision-making.
Highly organized with an emphasis on attention to detail, timeliness, and accuracy.
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Committed to personal learning, and program continuous improvement freely communicating ideas and seeking the best overall output.
Must be able to obtain a favorable National Agency Check (NACI) (Desired - Active NACI)
Preferred Qualifications:
2+ years leading remote teams preferred
Active Secret Clearance is preferred.
Four (4) years of military program or corporate experience
Knowledge of the mobile military culture and lifestyle
Military leadership experience is a plus.
Articulates understanding of basic evaluation techniques and use of customer feedback to improve overall program effectiveness/impact.
Demonstrates the ability to manage multiple priorities, illustrates attention to detail, and shows evidence of being conscientious regarding deadlines.
Ability to work in a collaborative environment with remotely located team members.
Work Location: REMOTE/Nationwide
If you are interested in supporting and working with our military and military spouses and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
This potential new work is scheduled for the final quarter of 2022, and we would like to speak with you now.
*Serco Inc. is using this posting to identify qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process. *
Our Goal is to maintain a current staffing plan with a minimum of 30 percent of the personnel working on the SECO contract to be current or former military spouses with mobile military life and career experience.
Military Veterans and Spouses encouraged to apply!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
Click here to apply now (https://careers-sercona.icims.com/jobs/54148/career-center-operations-supervisor/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)
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ID 54148
Recruiting Location : Location US-VA-Herndon
Category Counseling/Support/Outreach
Position Type Full-Time
Security Clearance NACI
Telework Yes - May Consider Full Time Teleworking for this position
Campaign LPDOLTAP
