Call Center and Rebate Application Processing Supervisor

Job Family:

Business Operations

Travel Required:

None

Clearance Required:

Ability to Obtain Public Trust

Overview

Guidehouse is a leading management consulting firm serving the public and commercial markets. We guide our clients forward towards new futures that build trust in society and your professional skills along the journey. Join us at Guidehouse.

Our dedicated team delivers exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through severalstate government Home Energy Rebates Program for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants (residents/consumers and contractors) and other program partners. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail.

This position will be based Monday through Friday in our San Antonio, TX office. Individuals must be able to work an eight-hour shift between the hours of 9:00 AM CT - 6:00 PM CT.

What You Will Do:

The Supervisor is responsible for overseeing the daily operations of the application processing activities fora state rebate program and the management of the on-site application processing staff (specialists). The Rebate Application Processing Supervisor is an extension of a client's business office staff. This position is responsible for developing, implementing, managing and meeting or exceeding the Operational goals of our clients and Company. This may include overlapping related business activities. The Rebate Application Processing Supervisor will work closely with Consultants and Operations Managers to apply new and emerging approaches to our clients' business processes. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job-related duties as assigned.

Essential Job Functions:

• Strong leadership and management skills

• Customer/clientcontact and interaction

• Attention to detail, operational effectiveness, and process improvement

• Possessinterpersonal, organizational, delegation and analytical skills

• Monitor and ensure team member compliance with State and Federal Laws and Guidelines

Duties and Responsibilities:

• Provide daily workload management and supervision for Rebate Application Specialists

• Perform QA reviews of team performance on an ongoing basis

• Conduct weekly team meetings to ensure the ongoing understanding of client and company priorities and expectations

• Ensure specialist and project compliance as well as adherence to company/client standards and communicate issues of non-compliance to Operations Manager

• Monitor specialist performance to ensure they meet or exceed established productivity, process, and compliance goals

• Monitor specialists' attendance and punctuality

• Support on-going professional development and continuous improvement for specialists, including development of and updates to program resources and providing individual coaching, feedback, and monthly performance reviews

• Conduct disciplinary counseling including performance improvement plans as required

• Complete annual evaluation of staff

• Review, analyze, and report metrics to understand call volume, call disposition, average handle time, etc. and recommend enhancements to metrics as needed

• Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client

• Perform other duties, tasks, and special projects as assigned including but not limited to:

• Providing back-up support to Specialists

• Works with management in developing new policies and procedures

• Promote teamwork and a positive work environment

• Possible travel

What You Will Need:

• Experience managing a team

• Requires a university degree and 3 years of prior relevant experience. (Relevant experience may be substituted for formal education or advanced degree)

• Relevant experience coming from a grants management program, professional business services or an outsourcing company.

• PC skills in a Windows environment.

• Ability to initiate and follow through on projects and work independently.

• Strong written and verbal communication skills.

• Ability to review, interpret, and make actionable recommendations based off data and analytics

What Would Be Nice to Have:

• 2+ year experience working in a Grants Management, Energy-related program or application processing setting.

• CRM experience

Additional Requirements

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including or Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse's Ethics Hotline. If you want to check the validity of correspondence you have received, please contact Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant's dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.