Job description
Position Summary:
The Administrative Support Supervisor is responsible for monitoring the overall administrative operations, supervising administrative staff productivity, and ensuring that all tasks meet deadlines with high quality and efficiency. Ensures ELITE customer service standards are met or exceeded. Initiates development and implementation of plans, policies, and strategies in support of all entity business objectives. The Administrative Support Supervisor leads operational activities that work to directly support sales teams and veteran coaches by assigning, directing, and reviewing work product and performance. Ensures the company's smooth and adequate flow of information to facilitate all business operations. Coordinates and leads daily team activities and assists with management decisions and operational activities. Working knowledge of team function within the organization. Assists in the development of operational KPIs across departments and subsidiaries.
Supervisory Responsibilities:
Supervises operational activities of 50+ international contractors across multiple entities within the organization. Responsible for the overall direction, coordination, and evaluation of these employees. Carries supervisory responsibilities per the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; disciplinary action; addressing complaints and resolving problems. The administrative support service supervisor needs to expertly lead and manage their respective teams and is responsible for employee retention and recruitment. They set the tone for all entities, creating a working environment that attracts and fosters employees of the highest caliber. Reports to Customer Service Manager.
Essential Functions and Responsibilities: Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Managing, directing, and supporting international contractors to provide the highest level of customer service and support- Analyzing data to identify trends in customer preferences, satisfaction levels, and complaints
- Assists in the development, refinement, and implementation of departmental SOPs
- Creating training programs to improve customer service skills among team members
- Evaluates processes and procedures and suggest methods to improve operations, efficiency, and service for entity customers.
- Leads and maintains employee engagement and morale through employee development planning
- Provide coaching, feedback, as well as formal corrective action for customer service team members.
- Coordinate and supervise daily/weekly/monthly activities and schedules of team members
- Enforces company policies and procedures
- Facilitate weekly 1:1’s with the team, as well as provide daily guidance, training, and supervision of the daily SOPs
- Maintain written processes to ensure the customer service team is providing the most professional and accurate information to clients
Knowledge, Skills, and Abilities:
- Ability to communicate clearly and concisely, both orally and in writing
- Competency with Microsoft Office Suite
- Ability to communicate clearly and concisely, both orally and in writing
- High level of Problem-Solving skills, determining root causes and implementing preventative measures.
- Supervisory experience and demonstrated skills over degreed and experienced professionals.
- Competency with Microsoft Office Suite
- People Management
- Time Management
- Conflict Resolution
- High level of attention to detail
Required Qualifications:
- 2 or more years of customer service and related operations experience.
- 2 or more years of supervisory experience.
- Bachelor’s degree in a related educational curriculum.
- Must have your own home office set-up and equipment, including computer or laptop with functional camera & audio, as well as high-speed, reliable internet
Preferred Qualifications:
- Experience working with Veterans is a plus.
- Health Care (HIPAA compliance and related services such as healthcare and psychological services experience is a plus.
- Project Management training would be a plus.
- Familiarity with veterans administration.
Physical Demands:
- Ability to stand, sit, use of hands to handle, feel, or reach with hands and arms
- Specific vision abilities required by this job include close vision and distance vision.
Work Environment:
- The noise level in the work environment is usually moderate
Company Overview:
We are on a mission to help 10M+ veterans and their families live Happier, Healthier, and Wealthier lives.
Served With Honor is the parent company of:
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VA Claims Insider -
Telemedica
-
Military Disability Made Easy
-
LendHero Home Loans
-
HireVeterans
-
RAW Cider Company
The Veteran Company™ - PROUDLY SERVING THOSE WHO SERVED!
Our WHY: We believe veterans and their families feel stuck, alone, and underserved. Our purpose is to help veterans and their families celebrate life change.
Our VISION: To be the world's leading change agent for veterans and their families.
Our MISSION: To help 10M+ veterans and their families live happier, healthier, and wealthier lives.
Our Core Values: Our Core Values define what it means to be ELITE. These Core Values apply to ALL of us at Served with Honor.
Empathy Learning Integrity Teamwork Enthusiasm
Served with Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.
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