Supervisor - CCO-Tampa, FL (57702)

Capitol Bridge LLC is seeking a full-time contract Supervisor to join our teams. We are looking for experienced Supervisors to support and motivate our onsite leadership and training team to meet and exceed our client's expectations. The Supervisor will be empathetic to the various learning styles of our staff and will facilitate learning conversations with our onsite leadership and trainers as they are essential to ensuring everyone has the tools they need to succeed in their role.

Schedule:

Location: Tampa, FL

Pay and Benefits:

• Salary: $67,620.80

• Medical, Dental, and Vision benefits available

• 11 Paid holidays

• PTO accrual of 3.33 hrs/pay period

• Job Responsibilities:Supervise training staff to ensure adherence to quality standards, deadlines, and established procedures; address and correct errors or performance issues as needed.

• Develop work schedules and assign duties to direct reports to ensure operational efficiency and adequate coverage.

• Evaluate employee performance and recommend appropriate personnel actions in partnership with Human Resources, including disciplinary action, performance improvement plans, and termination.

• Address job performance concerns with employees to identify root causes and collaborate closely with Human Resources to resolve issues effectively.

• Provide ongoing support by identifying training needs and development opportunities through regular (e.g., weekly) coaching sessions with direct reports.

• Ensure compliance with company policies, including Wage & Hour requirements and proper administration of rest and meal breaks for non-exempt employees.

• Partner with internal and external leadership to align on goals and performance objectives, including SLAs and KPIs (e.g., pass rates, training completion, student experience).

• Perform and document operational tasks to ensure project and program service level requirements and performance goals are consistently met.

• Participate in meetings and recommend improvements to policies, procedures, and operational practices.

• Support and enforce contract expectations and performance standards.

• Assume leadership responsibility for departmental tasks and initiatives as required.

• Maintain a high degree of flexibility, including adapting to changing schedules and working beyond standard business hours based on contract and business needs.

• Perform other duties as assigned by leadership.

Qualifications & Experience:

• Associate's degree, or equivalent combination of education, technical training or work experience considered in lieu of degree.

• Minimum of two (2) years of experience in a call center environment required.

• Ability to manage a high level of confidentiality.

• Strong computer literacy, including proficiency in Microsoft Word, Excel, PowerPoint, and the Office 365 Suite.

• Excellent organizational, written, and verbal communication skills in English.

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

• Ability to work as a team member, as well as independently.

• Ability to stand for extended periods, remain in a stationary position for prolonged durations, and walk between multiple locations as needed.

• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge, LLC. is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt-out at that time.

Qualifications & Experience:

• Associate's degree, or equivalent combination of education, technical training or work experience considered in lieu of degree.

• Minimum of two (2) years of experience in a call center environment required.

• Ability to manage a high level of confidentiality.

• Proficient in Microsoft office suite.

• Excellent organizational, written, and verbal communication skills.

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

• Ability to work as a team member, as well as independently.

• Must be able to remain in a stationary position for an extended period of time.

• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.