Job Title: Career Coaching Supervisor Summary: We currently have an opening for a Career Coaching Services Supervisor to work as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and provide support for geographically dispersed certified career coaches providing career, employment and education assistance under the Spouse Education and Career Opportunities (SECO) Program. NOTE: Both a cover letter and resume are required for this position in conjunction with your application. Essential Duties and Responsibilities:
- Manages career coaching employees virtually; is responsible for the overall development, coordination, and evaluation of certified career coaches.
- Serves as primary management resource for approximately 15-18 career coach staff at a virtual contact center that operates Monday - Saturday.
- Hires, trains, motivates and coaches employees assessing employee performance and providing helpful feedback and training opportunities.
- Resolves spouse conflicts or complaints in a timely manner, using exceptional de-escalation and customer service skills.
- Ensures that contract-related activities, including Government deliverables, personnel management, and call audits are conducted in accordance with Zeiders' corporate policies and management philosophy.
- Carries out supervisor responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing staff-related complaints and resolving problems.
- Collaborates in a team environment as well as independently on tasks and projects.
- Uses critical thinking to find solutions to problems that can surface at a moment's notice.
- Provides program guidance, staffing and Quality Control as needed, to ensure quality of service delivery and compliance with contract requirements.
- Understands and implements industry standard contact center practices.
- Works as part of an integrated contract management team that includes Quality Assurance, Reporting and Workforce Management.
Required Qualifications:
- A Master's degree in Career Counseling, Counseling, Higher Education, Administration/ Leadership, Education, Adult Education, or related field.
- Two (2) years' experience in higher education, workforce development or social service program administration / management.
- Two (2) years personnel management/staff supervision.
- Experience providing supervision to career coaches /career counselors who provided services to adults across the career development lifespan to include career assessments, career exploration, career decision-making, resumes, personal branding, interview strategies, job search strategies, etc.
- Supervisory/performance management experience including; onboarding, coaching, training, providing feedback, facilitating professional development, handling escalations (customer complaints), and processing daily operations such as managing leave, timecards, serving as Manager/Supervisor on Duty for the Career Center, etc.
- Experience providing career and educational counseling or coaching with diverse adult populations.
- Exceptional attention to detail and the highest degree of organization and self-management is required to successfully juggle multiple priorities while ensuring the highest quality standards.
- Proven ability to supervise in a fast-paced, deadline driven, team environment that requires successfully managing multiple projects at a given time.
- Excellent written and verbal communication skills.
- Proven ability to manage change, communicate contract expectations/deliverables in a positive and proactive manner.
- Demonstrated ability to build a cohesive team and foster a culture of service excellence.
- Comfort with technology to include working within multiple systems simultaneously.
Preferred Qualifications:
- Experience working in higher education or extensive knowledge of post-secondary educational institutions and various types of certificate/degree programs.
- Preference for candidates with certification as a Certified Career Counselor (CCC), Nationally Certified Counselor (NCC) or Certified Workforce Development Professional (CWDP).
- Preference for candidates with MBTI and/or Strong Interest Inventory certification.
- Preference for candidates with familiarity with government contracting process through prior work experience.
- Preference for direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.
Other Skills and Abilities:
- This position requires access to U.S. Government facilities and systems. U.S. 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.
Supervisory Responsibilities: The position has people management duties and is responsible for the overall direction, coordination, and evaluation of these activities. Supervisory responsibilities are executed in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This is a supervisory position responsible for working a rotating Saturday every few weeks and will be responsible for covering the Career Center on holidays (in coordination with other Operations Supervisors). Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
- Customer Service - Effectively 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; Maintains confidentiality; listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Verbal Communication - Speaks clearly and persuasively in all 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.
- Ability to work both independently and as part of a team.
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. Zeiders Enterprises, Inc. is an Equal Opportunity Employer. Pay Range: $59,000 - $75,000 PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) location, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)