Description

Job Title: SECO Career Center Manager

Department/Contract: Spouse Education and Career Opportunities (SECO) Contract

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 supports clients worldwide. We seek individuals with strong passion for what we do and our commitment to quality service.

Summary

The SECO Career Center Manager works as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and contributes to the overall operation and success on the Department of Defense Spouse Education and Career Opportunities (SECO) Program Contract working as part of an integrated contract management team serving military spouses with education and career services via contact center operations. Reporting to the SECO Task Order Program Manager, the SECO Career Center Manager supports the Coaching and Advising Services supervisory teams in the management and supervision of the day-to-day operations of the Career Center. The position provides leadership and oversight to the Coaching and Advising Operations Managers and Career Center Coach and Advisor Supervisors on staffing, training, administrative oversight, personnel issues, operations management, workforce management, monitoring of budgets, property management (as applicable) and quality control, and serves as a primary liaison with the government points of contact. This position may be remote with key working hours on Eastern time. Periodic travel will be required to the corporate home office in Woodbridge, VA.

Essential Duties and Responsibilities

• Provides support to the Spouse Education and Career Opportunities Contract Program Manager for operational direction and oversight of Career Coaching and Advising Services operations.

• Conducts operational planning, execution and evaluation of a multi-faceted program that requires collaboration with the Department of Defense program office to meet all contract requirements and identify new and innovative services for military spouse education and employment opportunities.

• Ensures that contract service, quality, and performance requirements are met or exceeded and standard operating procedures (SOP) compliance is maintained by the Coaching and Advising Services Operations Managers and Supervisors.

• Advises the Program Manager of any contractual issues that may result in Contracting Office action and of any anticipated or proposed personnel action that may affect employee/team performance or contract delivery.

• Establishes and maintains, as appropriate, effective working relationships with the Government’s Program Managers, Contracting Officer (CO) and CO Representative (COR) in support of the Program.

• Works cooperatively with the Program Manager and other department managers in developing short- and long-range goals, objectives, policies and operating procedures in accordance with contract parameters for the Career Center.

• Closely collaborates with the MSEP Program Manager, Quality and Program Support Manager and Strategic Initiatives Sr. Manager to ensure total program service integration.

• Manages subordinate supervisors who supervise other employees.

• Supervisory responsibilities are executed in accordance with the organization's policies and applicable laws and include interviewing, hiring, and training employees; planning, assigning, and directing work; providing ongoing performance feedback; rewarding and disciplining employees; addressing complaints and resolving problems.

• Develops weekly/monthly/quarterly management reports and submits client-ready reports on compliance, quality and contract deliverables regarding Career Center operations.

• Manages staff work schedules, including planned and unplanned absences and surge work projections.

• Develops and manages project schedules, monitors projects throughout duration to ensure successful results.

• Oversees and ensures successful submission of all Career Center deliverables on time and as outlined by the contract.

• Interactions and coordination efforts may include key stakeholders, company vendors, and select community and organizational leaders.

• Works with staff to problem solve and resolve issues.

• Provides oversight of hiring process to ensure compliance with contract requirements and adherence to Zeiders’ Human Resources policies for Career Center staff.

• Ensures that contract staff receives required corporate-sponsored training in coordination with Human Resources and Learning and Development.

• Celebrates staff accomplishments and contract performance.

• Develops and implements performance standards, provides performance feedback and management consistent with Zeiders’ Human Resources policies.

• Together with the Program Manager, develops and administers contract budgets for the Career Center.

• Develops contract-related cost strategies and monitors budget expenditures. Oversees budget for conformance to funding, monitors adherence to specified accounting procedures.

• Provides oversight of career center escalated customer service or complaint issues process that includes research, response, and corrective action.

• Other duties as assigned.

Required Qualifications

• Master's degree in education, Human Resources, Counseling or other human services-related field.

• 10 years’ personnel management/staff supervision experience with 5 years in a call center, remote work, or similar setting.

• A minimum of five years’ experience as a professional career counselor, college guidance counselor or workforce development professional.

• Three years (3) working in a call center environment with a proven track record with high tempo, technology-intensive service delivery operations.

• Strong verbal and written skills to professionally and effectively communicate and influence across a wide range of channels (to include presentations, briefings, teleconferences, meetings, conferences, emails, reports and proposals) and audiences.

• Results driven leader with the ability to influence and focus on continual process improvement.

• Ability to effectively engage and lead remote teams.

• Ability to use Microsoft Office programs and a variety of technology applications.

Preferred Qualifications

• Demonstrated experience in strategic planning; research and evaluation; strategic analysis and synthesis; and stakeholder engagement.

• Experience working within a career center environment.

• Experience in Human Resources, Business Administration, or Professional Development.

• Demonstrable success in government contracting through prior work experience in a customer-facing role.

• Prior budget execution and management experience.

• Certification as a Certified Career Counselor, National Certified Counselor or Certified Workforce Development Professional.

• Military spouse, former military spouse, veteran or demonstrable experience working with the military.

Other Skills and Abilities

• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

• You will need to complete and clear the full government background check process based on your role.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• 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.

• Ability to work both independently and as part of a team.

Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Travel: Required as needed- meetings, special projects or training, <10%

Zeiders Enterprises, Inc. is an Equal Opportunity Employer.

Pay Range: $103,000 - $113,300

PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) location, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)