UBC

Supervisor – Program Management

UBC

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • 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)
  • Supervisory Responsibility: 1 –20 Direct Reports

Requirements

  • Associate or Bachelor’s degree in relevant discipline or equivalent work experience
  • 1-4 years relevant experience
  • Customer service experience required
  • Call center experience preferred
  • 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
Benefits
  • Remote opportunities
  • Competitive salaries
  • Growth opportunities for promotion
  • 401K with company match*
  • Tuition reimbursement
  • Flexible work environment
  • Discretionary PTO (Paid Time Off)
  • Paid Holidays
  • Employee assistance programs
  • Medical, Dental, and vision coverage
  • HSA/FSA
  • Telemedicine (Virtual doctor appointments)
  • Wellness program
  • Adoption assistance
  • Short term disability
  • Long term disability
  • Life insurance
  • Discount programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program metricsproject specific procedurestraining materials developmentworkflow processescustomer servicecall center experienceanalytical skillsproblem-solving skillssupervisory skillsflexible schedule
Soft Skills
communication skillspresentation skillsteam leadershipstaff developmentmeeting facilitationgoal settingissue resolutionorganizational skillsinterpersonal skillsadaptability
Certifications
Associate degreeBachelor's degree