Operations Supervisor (Quality Performance) - Full-Time | $65,000 Salary

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

We are seeking a dynamic and results-driven professional to join our team in a multifaceted role that combines operational excellence with strategic leadership. This position not only requires strong technical and organizational skills but also a demonstrated ability to lead, mentor, and support cross-functional teams in a fast-paced environment.

Job Summary:The Operations Supervisor (Quality Performance) is responsible for leading the development of staff to meet and exceed quality and performance metrics. This individual will coach and support staff with current processes and concepts, documenting their efforts and progress towards improvement. The Operations Supervisor (Quality Performance) will work closely with the Quality Assurance Manager, running caseload specific reports to dive in and develop Career Coaches' case management skills and ensure program expectations are met and surpassed.

Key Responsibilities:

Leadership and Coaching:

• Provide leadership support and coaching to Career Coaches, focusing on developing their skills and competencies to achieve quality and performance goals.

• Take initiative in addressing emerging challenges, proactively proposing and implementing solutions that drive measurable impact.

• Presents consistent feedback to management regarding areas that need improvement with staff competencies and development.

Case Analysis:

• Review and analyze Career Coaches' cases to identify areas for improvement and provide actionable feedback.

• Collaborate closely with project leadership to enhance overall programmatic metrics, identifying opportunities for process optimization and implementing data-driven solutions.

• Provides policy clarification and technical support to center staff

Performance Metrics:

• Monitor and report on performance metrics related to investments and service delivery, ensuring targets are met or exceeded by staff.

• Reviews, recommends, reports and implements programs to ensure that the project meets contractual obligations and compliance issues

Continuous Improvement:

• Identify and implement opportunities for continuous improvement in case management processes and practices.

• Participate in the development and maintenance of standard operating procedures.

Support and Guidance:

• Provide ongoing support and guidance to staff, helping them navigate challenges and improve their performance.

• Lead by example, modeling best practices in quality assurance, compliance, and performance management.

• Maintain knowledge of applicable federal, state, and local laws, regulations, and policies related to workforce and welfare programs.

• Other duties as assigned

• High school diploma or equivalent required

• 1+ years of experience in customer service, administrative support, or similar setting.

• Prior experience in a lead or mentoring role is a plus.

• Understands all technical aspects of the operational units

• Experience in case management, quality assurance, or performance development.

• Strong analytical skills, excellent communication and interpersonal skills, proficiency in case management software, and the ability to work collaboratively with diverse teams.

• Detail-oriented, proactive, and committed to continuous improvement. Demonstrates strong leadership qualities and the ability to inspire and motivate staff.

• Proven ability to model professionalism, confidentiality, and a client-focused mindset.

• Comfortable navigating technology including email, client tracking platforms, and data entry.

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry's best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.