Career Advisor Supervisor

Zeiders Enterprises, Inc.; Richmond (VA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Zeiders Enterprises, Inc. in Woodbridge, VA, seeks a Career Advisor Supervisor to lead a dispersed team delivering SECO program services to spouses and families.

The role requires a master’s degree or higher and several years of experience in contact-center operations, staff supervision, and government contracting readiness. Shift is 1:30pm–10:00pm EST.

Qualifications

• Master’s degree or Bachelor’s in a related field with relevant experience.
• 4 years supporting Contact Center Operations; SECO experience preferred.
• 3+ years of personnel management in a contact center or similar setting.

Responsibilities

• Supervise ~15 career advisors at a dispersed center and manage performance.
• Hire, train, coach, and evaluate staff; enforce policies and compliance.
• Provide program guidance, quality control, and contract management support.
• Deliver presentations and content for internal audiences; ensure timely deliverables.

Skills

Team leadership

Staff supervision

Customer service

Communication

Education

Master’s degree in Education, Career Counseling, Human Resources, Social Services, Business/Program Management or related field

Job description

Job Title:

Career Advisor SupervisorZeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Summary:

We currently have an opening for a full-time Career Advisor Supervisor to provide support for our geographically dispersed career center staff who provide individualized and comprehensive services under the Spouse Education and Career Opportunities (SECO) Program.

Shift Availability:

1:30pm – 10:00pm EST

Essential Duties and Responsibilities:

Ensure that contract-related activities, including Government interface and personnel management are conducted in accordance with Zeiders’ corporate policies and management philosophy. Serve as primary corporate management resource for a staff of approximately 15 career advisors at a contact center that operates Monday - Saturday. Manage employees virtually; responsible for the overall direction, coordination, and performance evaluation of a career advising team. Perform supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; appraising and coaching performance; rewarding and disciplining employees; addressing complaints and resolving issues. Provide program guidance as needed, and quality control monitoring and feedback to ensure quality of service delivery and compliance with contract requirements. Understand and implement industry standard contact center practices. Collaborate in a team environment and work independently on tasks and projects. Utilize emotional intelligence and strong communication skills to provide individualized performance coaching and professional development. Use critical thinking to solution issues and collaborate as part of an integrated contract management team. Accomplish required deliverables on time with high degree of accuracy and professionalism. Contribute to the development and management of new initiatives. Create content for and conduct presentations for internal constituents.

Required Qualifications:

Master’s degree in Education, Career Counseling, Human Resources, Social Services, Business/Program Management or related field; OR a Bachelor’s degree in related field4 years of experience in support of Contact Center Operations. Two (2) years' experience in social service program administration/management; Prior experience as a SECO Senior Advisor may be substituted for up to one year. Three years of personnel management/staff supervision with preference for a contact center environment. Prior experience as a SECO Senior Advisor or a SECO Career Center Monitor may be substituted for up to one year. Familiarity with government contracting. Ability to quickly pivot to meet changing contract priorities and requirements. Strong proven track record with excellent written and verbal communication skills.

Preferred Qualifications:

Experience managing geographically dispersed team. Direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.

Other Qualifications:

This position requires access to U.S. Government facilities and systems. U. Citizenship, a valid driver's license, transportation, and auto insurance are required. You will need to complete and clear the full government background check process based on your role.

Required Competencies:

Customer Service

• - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills

• - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication

• - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication

• - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork

• - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Judgment -

• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Professionalism -

• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality

• - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Physical Demands:

Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

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Zeiders Enterprises, Inc. is an Equal Opportunity Employer.

Compensation is based on geographic location and experience. Wages are available upon request.