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Field Operations Supervisor

2 months ago

Hattiesburg, Mississippi, United States CAPITOL BRIDGE, LLC Full time
Position Overview:

Capitol Bridge LLC is actively seeking a dedicated Supervisor to oversee critical operations for a significant government initiative.

The ideal candidate will possess a wealth of experience in supervising teams, providing motivation and support to onsite leadership and training personnel to ensure the highest standards of service are met.


Key Responsibilities:
  • Lead and manage the training staff to ensure compliance with quality benchmarks, timelines, and established protocols, addressing any discrepancies as necessary.
  • Oversee scheduling, task assignments, and daily operations of subordinate staff within the department.
  • Assist in conducting timely and constructive performance evaluations.
  • Collaborate with Human Resources to interview and recommend candidates for new training staff positions.
  • Develop efficient work schedules and allocate responsibilities to direct reports.
  • Assess employee performance and suggest appropriate personnel actions, including disciplinary measures and performance improvement plans, in partnership with Human Resources.
  • Engage in discussions with employees regarding performance issues to identify underlying causes and collaborate with Human Resources to resolve concerns.
  • Ensure adherence to company policies regarding wage and hour regulations, including ensuring non-exempt employees receive mandated breaks.
  • Identify training needs and development opportunities through regular coaching sessions with direct reports.
  • Execute operational tasks to meet project and program service level requirements, including analyzing quality performance metrics and providing ongoing coaching.
  • Participate in meetings and propose modifications to policies and procedures as necessary.
  • Assume leadership responsibilities for departmental tasks and contact center operations as required.
  • Support and uphold contact center standards, participating in the work of subordinates to enhance productivity and address challenging tasks.
  • Assist direct reports with escalated issues or complex cases as needed.
  • Perform additional duties as assigned by leadership.

Qualifications:

Applicants should possess an Associate's degree or an equivalent combination of education, technical training, or relevant work experience.

A minimum of two (2) years of supervisory experience in a call center environment is required.

Key skills include:

  • Ability to maintain confidentiality.
  • Proficiency in Microsoft Office Suite.
  • Strong organizational, written, and verbal communication skills.
  • Capacity to thrive in a fast-paced, deadline-driven environment.
  • Ability to work collaboratively as part of a team as well as independently.
  • Physical ability to remain stationary for extended periods and occasionally lift items weighing up to 25 pounds.

About Capitol Bridge:

Founded in 2012, Capitol Bridge is a certified small disadvantaged business based in Arlington, Virginia, specializing in 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 are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex, age, disability, or any other status protected by law.