Onsite Supervisor
4 weeks ago
About the Role: Capitol Bridge LLC is seeking a highly skilled Onsite Supervisor - Leadership and Training to join our team. As a key member of our leadership team, you will be responsible for supporting and motivating our onsite leadership and training team to meet and exceed our client's expectations.
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.
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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