Career Advisor Supervisor

Zeiders Enterprise•Woodbridge, VA

13h

About The Position

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. NOTE:â¯Both aâ¯cover letter and resumeâ¯are required for this position in conjunction with your application. 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-10PM EST, Mon-Fri, some Saturdays

Requirements

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 or a SECO Career Center Monitor 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
This position requires access to U.S. Government fac i lities and systems.
U. S. Ci tizenship, a valid driver's license, transpo r tation, and auto insurance are req u i red .
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.

Nice To Haves

Ability to quickly pivot to meet changing contract priorities and requirements.
Strong proven track record with excellent written and verbal communication skills.
Experience managing geographically dispersed team.
Preference for direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior.

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.