Supervisor, Program Management

Job Description
THE POSITION:
The Supervisor is responsible for the day to day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development. The Supervisor guarantees compliance with key performance indicators and contractual obligations ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our people leaders are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Setting clear direction, effective plans and measurable outcomes
Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
Engaging employees to maximize their discretionary effort
Developing a pipeline of excellent talent to fill future business needs
All other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
PEOPLE LEADER
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:
Supervise a team, promote a team environment and ensure that high quality standards are met in accordance with organization’s policies and procedures and applicable laws
Oversee resolution of employee issues, evaluate, and coach performance
Monitor key performance indicators to ensure compliance with client contract and customer satisfaction.
EXPECTATIONS OF THE JOB:
Manage day to day operations of the team
Ensure Onboarding and training team members on all departmental policies and procedures
Identify and execute cross training opportunities
Schedule staff in accordance with program business needs and available site tools
Coach and develop direct reports which would include team huddles, and 1:
1
Serve as a point of escalation for any customer complaints that require higher level of expertise
Interface with clients regarding operational performance as per program set up/needs
Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
Promote and implement effective teamwork within all levels and areas of the organization
Adapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlines
Act as a backup for the team
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:
The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and/or sit for long period of time (up to 90%). Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp;
occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch;
push or pull;
or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
This role requires mental alertness. The employee must regularly communicate both verbally and written;
concentrate on tasks;
and remember and observe details. The employee must frequently adjust to changes;
handle stress and emotions;
and think analytically.
This job operates in a professional office environment. This role routinely uses standard office equipment.
The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.
EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.