Supervisor, Global Program Management, Candidate Escalation

SummarySupervises staff by providing work direction, clarifying expectations, providing training/development, monitoring calls and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction. DescriptionManages day to day workload amongst staff, ensures quality and high level of service through monitoring and other activities.
Builds and maintains a team environment.

Principal Responsibilities:
Staff supervision
Team building and retention
Achieve service levels
Act as escalation point
Produce reports as schseduled or requested
Communicate with clients and client managers
Keep management informed

Maintains a high performing workforce through careful selection and retention activities.
Manages team resources by forecasting long-term needs and analyzing impact of daily operations.
Achieves service level objectives to ensure company profitability.
Handles escalated candidate (customer) complaints.
Prepares departmental reports.
Maintains existing client programs and implements new client programs.
Provides feedback to management and other departments to ensure client programs run smoothly.
Participates in continuous process improvement.
Other duties as assigned.
QualificationsPrevious supervisory experience
?Previous customer service experience (preferably at the supervisory level).
?Good interpersonal skills. Exceptional decision making ability.
?Excellent organizational skills. Exceptional oral and written communication.
?Good PC skills in a Windows based environment (including MSOffice ? Excel, Word, Access, etc.)
?HS diploma or equivalent; college degree preferred.