Project Supervisor

Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com.

The Project Supervisor is responsible for overseeing the daily operations of a project(s) and the management of the project staff inclusive subcontractor resources.  This position is responsible for developing, implementing, managing, and meeting or exceeding the Operational goals of our clients and Company. The Project Supervisor will and may work closely with Managing Consultants, Operations Managers to apply new and emerging approaches to our clients’ business processes. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job related duties as assigned.

Essential Job Functions

• Strong Leadership and Management Skills
• Performance Management, Coaching and Development
• Client Contact and Interaction
• Possess Interpersonal, Organizational, delegation and Analytical Skills
• Monitor and ensure team member Compliance with State and Federal Laws and Guidelines

Duties and Responsibilities

• Providing leadership to the contact center team in an in-person or virtual environment
• Leading the team in delivering high quality customer service for phone call answers, emails processing, and any other work assigned
• Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is achieved in line with goals and expectations set by management or the client
• Coaching employee performance to ensure feedback from quality reviews or chat room observations is used to improve agent performance
• Assisting in answering and monitoring chat room questions to ensure agents receive guidance needed to handle calls
• Using management tools and analyzing data to identify performance issues
• Assisting with special projects as assigned
• Preparing reports or responding to management inquiries, as assigned
• Fostering a spirit of teamwork and promoting a positive work environment.
• Ensuring that the work of the team is completed in a comprehensive, effective and efficient manner while maximizing the return on investment for the client
• Making recommendations for process improvements to optimize team performance
• Leading organized and effective team meetings or huddles, identifying training issues and delivering agent training to new hires and other staff, as needed
• Staying current on the customer service script, desk guides and standard operating procedures to ensure the delivery of high standards of customer service and the success of the team
• Making recommendations for script enhancements to help improve agent performance
• Working cooperatively with the contact center leadership team to ensure effective coordination on items such as agent schedules, huddle meetings, training, quality and overall team performance
• Handling complex or sensitive calls or inquiries that are escalated by agents to contact center managers
• Acting as team manager or “manager on duty” when the contact center is short-staffed.
• Using client prescribed technology systems to research and resolve customer service inquiries
• Coordinate and conduct interviewing of potential new hires and bring recommendations to Operations Sr. Manager.
• An ability to operate effectively and succeed within a changing, fast paced matrix environment with multiple cultures and stakeholders
• Training of new Team Members.
• On-going training and mentoring of Team Members.
• Monitor Team Member attendance and punctuality, including subcontractors
• Communicate Team Member non-compliance with Operations Sr. Manager.
• Conduct disciplinary counseling including performance improvement plans as required.
• Complete annual evaluation of staff.
• Review and approve monthly subcontractor invoices for accuracy.
• Identify and communicate trends and issues to Operations Sr. Manager & Client.
• Works with management in developing policies.
• Promote teamwork and a positive work environment.
• Possible travel.

• High School Diploma (Bachelor’s degree in Business Management preferred)
• Minimum 1 year of leadership experience in a contact center or project management role is required
• Experience leading a contact center or project team
• Ability to coach agents in handling a high volume of customer inquiries with a commitment to excellence and customer satisfaction
• Excellent verbal and written communication skills
• Excellent customer service skills and customer service orientation
• Conflict resolution skills
• Experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products
• Familiarity and experience using a customer contact telephone system and/or a customer relationship management system
• Familiarity with web-based systems and tools
• Ability to work cooperatively and effectively with clients and coworkers to achieve client delivery goals and expectations
• Ability to initiate and follow through on projects
• Ability to work independently and prioritize tasks with minimal or no supervision
• Strong attention to details and accuracy
• Experience with using data analytics to assess performance
• Ability to understand and meet clients’ needs and special requests

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.
• Candidates from Eastern Standard Time, Central Standard Time, and Pacific Standard Time Zones as well as candidates from Arizona, New Mexico and Utah will be considered for this position.

About Guidehouse

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Rewards and Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

Medical, Rx, Dental & Vision Insurance

Personal and Family Sick Time & Company Paid Holidays

Parental Leave and Adoption Assistance

401(k) Retirement Plan

Basic Life & Supplemental Life

Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

Short-Term & Long-Term Disability

Tuition Reimbursement, Personal Development & Learning Opportunities

Skills Development & Certifications

Employee Referral Program

Corporate Sponsored Events & Community Outreach

Emergency Back-Up Childcare Program

• Position may be eligible for a discretionary variable incentive

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