Supervisor - Program Management

United Biosource Corporation

8h•Remote

About The Position

The Supervisor – Program Management is responsible for managing the day-to-day activity of the program(s) and supervises a team of employees. Position may be client facing. Works with the Program Manager to develop policies, procedures, and the business work plan for the program. This position performs hiring, scheduling, training, and development of direct reports. Recognizes, recommends, and implements operational improvement. Provides direction, coordinates and supervises the activities of the operational team using established policies and procedures. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors and managers. Work is reviewed for soundness of judgment and overall quality and efficiency

Requirements

Associate or Bachelor’s degree in relevant discipline or equivalent work experience
1-4 years relevant experience
Customer service experience required
Strong computer skills with specific aptitude in Microsoft Office
Excellent verbal and written communication and presentation skills
Strong analytical and problem-solving skills
Ability to lead and develop a successful team required
Ability to work a flexible schedule
Ability to travel if needed

Nice To Haves

Call center experience preferred

Responsibilities

Manage daily activities per the scope of work, program, and standard operating procedures within the contracted budget.
Ability to understand and actively enforce program guidelines and project specific procedures (PSPs).
Manage day-to-day activity of the program operation, including supervision of staff.
Assist in developing program metrics and identifying efficiencies
Monitor program metrics to ensure adherence to program SLAs
Resolve complex cases.
Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
Create new and/or update training materials and PSPs as needed.
Translate decisions and discussions into documented workflow processes.
Develop current employees and track their compliance to quality, service, and program standards.
Conduct, at minimum, monthly team meetings with meeting agendas and minutes.
Assist with presentation of program information to internal and external customers.
Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution
Coordinate with manager(s) to set goals and expectations for the team to ensure task completion.
Other duties as assigned.
Ability to travel as needed
Actively participates in in-person and virtual meetings/events (internal and external)