Onsite Operations Manager

4 weeks ago


Phoenix, Arizona, United States CAPITOL BRIDGE, LLC Full time

Job Summary: Capitol Bridge LLC is seeking a highly skilled Onsite Supervisor to support and motivate our onsite leadership and training team. The ideal candidate will have a strong background in supervision and be able to facilitate learning conversations with our onsite leadership and trainers.

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.

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: Founded in 2012, Capitol Bridge is based in Arlington, Virginia and 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.


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