Full-Time Supervisor, Program Management

• Setting clear direction, effective plans and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
• Engaging employees to maximize their discretionary effort
• Developing a pipeline of excellent talent to fill future business needs

• Supervise a team, promote a team environment
• Oversee resolution of employee issues, evaluate, and coach performance
• Monitor key performance indicators to ensure compliance with client contract and customer satisfaction.

• Manage day to day operations of the team
• Ensure Onboarding and training team members on all departmental policies and procedures
• Identify and execute cross training opportunities
• Schedule staff in accordance with program business needs and available site tools
• Coach and develop direct reports which would include team huddles, and 1:1
• Serve as a point of escalation for any customer complaints that require higher level of expertise
• Interface with clients regarding operational performance as per program set up/needs
• Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
• Promote and implement effective teamwork within all levels and areas of the organization
• Adapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlines
• Act as a backup for the team

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