Description Job Title: Career Coach Supervisor Summary: We currently have an opening for a Career Coaching Services Supervisor to work as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and provide support for geographically dispersed certified career coaches providing career, employment and education assistance under the Spouse Education and Career Opportunities (SECO) Program. NOTE: Both a cover letter and resume are required for this position in conjunction with your application. Essential Duties and Responsibilities: + Manages career coaching employees virtually; is responsible for the overall development, coordination, and evaluation of certified career coaches. + Serves as primary management resource for approximately 15-18 career coach staff at a virtual contact center that operates Monday - Saturday. + Hires, trains, motivates and coaches employees assessing employee performance and providing helpful feedback and training opportunities. + Resolves spouse conflicts or complaints in a timely manner, using exceptional de-escalation and customer service skills. + Ensures that contract-related activities, including Government deliverables, personnel management, and call audits are conducted in accordance with Zeiders' corporate policies and management philosophy. + Carries out supervisor responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing staff-related complaints and resolving problems. + Collaborates in a team environment as well as independently on tasks and projects. + Uses critical thinking to find solutions to problems that can surface at a moment's notice. + Provides program guidance, staffing and Quality Control as needed, to ensure quality of service delivery and compliance with contract requirements. + Understands and implements industry standard contact center practices. + Works as part of an integrated contract management team that includes Quality Assurance, Reporting and Workforce Management. Required Qualifications: + A Master's degree in Career Counseling, Counseling, Higher Education, Administration/ Leadership, Education, Adult Education, or related field. + Two (2) years' experience in higher education, workforce development or social service program administration / management. + Two (2) years personnel management/staff supervision. + Experience providing supervision to career coaches /career counselors who provided services to adults across the career development lifespan to include career assessments, career exploration, career decision-making, resumes, personal branding, interview strategies, job search strategies, etc. + Supervisory/performance management experience including; onboarding, coaching, training, providing feedback, facilitating professional development, handling escalations (customer complaints), and processing daily operations such as managing leave, timecards, serving as Manager/Supervisor on Duty for the Career Center, etc. + Experience providing career and educational counseling or coaching with diverse adult populations. + Exceptional attention to detail and the highest degree of organization and self-management is required to successfully juggle multiple priorities while ensuring the highest quality standards. + Proven ability to supervise in a fast-paced, deadline driven, team environment that requires successfully managing multiple projects at a given time. + Excellent written and verbal communication skills. + Proven ability to manage change, communicate contract expectations/deliverables in a positive and proactive manner. + Demonstrated ability to build a cohesive team and foster a culture of service excellence. + Comfort with technology to include working within multiple systems simultaneously. Preferred Qualifications: + Experience working in higher education or extensive knowledge of post-secondary educational institutions and various types of certificate/degree programs. + Preference for candidates with certification as a Certified Career Counselor (CCC), Nationally Certified Counselor (NCC) or Certified Workforce Development Professional (CWDP). + Preference for candidates with MBTI and/or Strong Interest Inventory certification. + Preference for candidates with familiarity with government contracting process through prior work experience. + Preference for direct military lifestyle or populations knowledge or experience, such as from a Military Spouse, Veteran or Wounded Warrior. 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. Supervisory