Career Advisor Supervisor

Zeiders Enterprise Inc.; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Zeiders Enterprises, Inc. in the United States seeks a Career Advisor Supervisor to oversee a geographically dispersed center staff delivering SECO services. You will supervise a team of about 15 career advisors, manage operations and ensure contract compliance, with a focus on coaching and performance development.

The role requires a strong background in education or related fields, experience in contact centers, and skilled leadership to adapt to changing priorities and government requirements.

Qualifications

• Master’s degree in Education, Career Counseling, Social Services, Human Resources, Business/Program Management or related field, OR a Bachelor’s degree.
• 4 years of experience in support of Contact Center Operations.
• Two years' experience in social service program administration/management; SECO Senior Advisor substitution allowed up to 1 year.
• 3 years of personnel management with preference for a contact center environment; SECO roles may substitute up to 1 year.
• Familiarity with government contracting.
• Ability to pivot to changing contract priorities, and strong written and verbal communication skills.

Responsibilities

• Ensure contract-related activities, including Government interface and personnel management, follow Zeiders policies.
• Serve as primary corporate resource for a ~15 career advisers at a contact center operating Mon-Sat.
• Manage employees virtually; direct, coordinate and evaluate performance of the advising team.
• Interview, hire, train, plan, direct work; coach performance and address issues per policies.
• Provide program guidance and quality control to ensure service delivery and contract compliance.
• Implement industry-standard contact center practices and collaborate in a team environment.
• Deliver individualized performance coaching and professional development.
• Solve issues using critical thinking; contribute to contract management initiatives.
• Achieve required deliverables on time with accuracy and professionalism.

Skills

People management

Communication

Supervision

Team leadership

Problem solving

Education

Master’s degree in Education or related field

Bachelor’s degree in related field

Job description

Zeiders 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 field
• 4 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.
• 3 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.

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.

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. #NATIONWIDE

Zeiders Enterprises, Inc. is an Equal Opportunity Employer.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

To perform the job successfully, an individual should demonstrate the following 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.