Supervisor - Program Management

Specific Job Duties

• Manage daily activities per the scope of work, program, and standard operating procedures within the contracted budget.
• Understand and actively enforce program guidelines and project specific procedures (PSPs).
• Manage day-to-day activity of the program operation, including supervision of staff.
• Aid in developing program metrics and identifying efficiencies.
• Monitor program metrics to ensure adherence to program SLAs.
• Resolve complex cases.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Create new and/or update training materials and PSPs as needed.
• Translate decisions and discussions into documented workflow processes.
• Develop current employees and track their compliance to quality, service, and program standards.
• Conduct, at minimum, monthly team meetings with meeting agendas and minutes.
• Affiliate with presentation of program information to internal and external customers.
• Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution.
• Coordinate with manager(s) to set goals and expectations for the team to ensure task completion.
• Other duties as assigned.
• Actively participate in in-person and virtual meetings/events (internal and external).

Supervisory Responsibility

• 1 – 20 Direct Reports

Desired/Required Skills And Qualifications

• Associate or Bachelor’s degree in relevant discipline or equivalent work experience
• 1-4 years relevant experience
• Customer service experience required
• Call center experience preferred
• Strong computer skills with specific aptitude in Microsoft Office
• Excellent verbal and written communication and presentation skills
• Strong analytical and problem-solving skills
• Ability to lead and develop a successful team required
• Ability to work a flexible schedule