Onsite Supervisor
3 weeks ago
About the Role:
Capitol Bridge LLC is seeking a skilled Onsite Supervisor to support our onsite leadership and training team. The ideal candidate will have a strong background in supervising training staff and ensuring adherence to quality standards.
Key Responsibilities:
- Supervise the work of training staff to ensure adherence to quality standards, deadlines, and proper procedures.
- May oversee the scheduling, assignments, and daily workflow of subordinate staff in the department.
- May assist with constructive and timely performance evaluations.
- Interview and recommend hiring of new hire training staff, through partnering with Human Resources.
- Develop work schedules and assign duties to direct report personnel to ensure efficiency.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems.
- Ensure compliance with the company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types and providing coaching regularly.
- Participate in meetings and recommend changes to policies and procedures.
- Assume leadership responsibility for departmental tasks and contact center activities as required.
- Support and enforce contact center expectations.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases as needed.
- Perform other duties as assigned by leadership.
Requirements:
- Associate's degree, or equivalent combination of education, technical training or work experience considered in lieu of degree.
- Minimum of two (2) years supervisory experience in a call center environment, required.
- Ability to manage a high level of confidentiality.
- Proficient in Microsoft office suite.
- Excellent organizational, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member, as well as independently.
- Must be able to remain in a stationary position for an extended period of time.
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
About Capitol Bridge LLC:
Capitol Bridge LLC is a SBA 8(a) Certified Small Disadvantaged Business with proven expertise providing independent medical reviews, records/data management services, medical coding, administrative staffing and eligibility reviews.
Equal Opportunity Employer:
Capitol Bridge LLC is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
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