Performance Manager

6 days ago

Augusta, Maine, United States The Fedcap Group Full time
Job Title: Performance Manager

Families Forward, a member of The Fedcap Group, is seeking a dynamic and experienced leader to oversee the day-to-day operations of the Fedcap Help Center. As a Performance Manager, you will supervise the Administrative team members and oversee their operations, ensuring a high-performing, tech-savvy, and customer-service-driven team.

Key Highlights:
  • Earn a competitive salary of $60,000 (min) + annually, based on individual strengths and scope of responsibility.
  • This role will be primarily based out of our Augusta, Maine site, requiring a valid driver's license.
  • Applicants should have a bachelor's degree or equivalent experience working in the nonprofit sector, preferably in workforce development or human services.
  • Families Forward offers a comprehensive benefits package, on-the-job training, professional development, and real advancement opportunities.
Job Summary:

The Performance Manager drives a high-performing team of Participant Success Advisors, ensuring their performance, quality of service, and related contractual commitments. This role manages the team's workload, provides supervision and performance coaching, and upholds agency standards for health and safety.

Essential Job Functions:
  • Lead, develop, and performance manage the team to continuously improve and increase their capability and deliver against quality and performance targets.
  • Coach and motivate staff members, hold team meetings, and support overall teamwork.
  • Conduct regular supervision and observations of direct reports, utilizing agency forms and standards.
  • Uphold agency standards for health and safety and promote the well-being of staff, participants, and their families.
  • Manage all employee tenure processes of direct reports.
  • Run reports in FedcapCARES to analyze team performance and make decisions to ensure goals and objectives are met.
  • Ensure direct reports complete agency onboarding and ongoing professional development requirements and encourage their professional growth.
  • Ensure agency values and customer service standards are understood and observed by all delivery team members.
  • Ensure the team maintains documentation and participant records to ensure the participant journey is documented in FedcapCARES.
  • Develop strong networks of support for program participants through external partner engagement.
  • Promote Fedcap Inc. positively at every opportunity, understanding and articulating the full services and benefits we offer to customers.
  • Uphold all agency policies, values, and expectations in performing their job.
Education and Experience:
  • Bachelor's degree or higher education preferred or in lieu of education, multiple years of relevant equivalent experience.
  • Program management and supervisory experience strongly preferred.
  • Non-profit experience preferred.
  • Demonstrated track record for building and developing community partnerships.
  • A valid driver's license is required.

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