Operations Supervisor

JOB DESCRIPTION

The Operations Supervisor is responsible for the oversight and management of the operations of the program, including timekeeping, client flow and logistics, scheduling, supplies, and facilities. The Supervisor provides oversight and daily management to the Operations Team:
Outreach Specialists, Timekeeping Coordinators, and Administrative Assistants. The Operations Team is responsible for ongoing implementation of client engagement and reengagement strategies to achieve engagement and reengagement goals, ensuring the capture of related milestones.

The Operations Supervisor is responsible for the oversight and management of the operations of the program, including timekeeping, client flow and logistics, scheduling, supplies, and facilities. The Supervisor provides oversight and daily management to the Operations Team:
Outreach Specialists, Timekeeping Coordinators, and Administrative Assistants. The Operations Team is responsible for ongoing implementation of client engagement and reengagement strategies to achieve engagement and reengagement goals, ensuring the capture of related milestones.

• Develop, implement, and maintain strategic plans and best practices for outreach, timekeeping, billing, administrative support, and reception, maintaining 90% compliance with contractual performance standards.
• Establish and communicate measurable weekly and monthly goals for the Operations Team, achieving 95% completion of established operational and client engagement targets.
• Collaborate with PACE Leadership to implement process improvements that increase client engagement by 10% annually.
• Perform other duties as assigned while meeting 95% of deadlines and quality expectations.

• Supervise, coach, and support Operations Team staff, maintaining 90% compliance with organizational policies, program procedures, and regulatory requirements.
• Conduct weekly supervision meetings and performance check-ins with 100% of direct reports.
• Complete formal and informal performance evaluations for 100% of direct reports each quarter, establishing at least one measurable development goal per employee.
• Identify staff training needs and ensure 100% completion of all required annual training.
• Foster employee engagement and professional development, improving staff satisfaction scores by 15% annually.

• Oversee outreach and participant re-engagement activities, ensuring the team achieves 95% of weekly and monthly engagement goals.
• Monitor outreach activities to ensure accurate documentation with 100% compliance with documentation standards.
• Support outreach strategies that contribute to a 10% year-over-year increase in participant engagement.

• Oversee reception and front desk operations while maintaining professional customer service standards resulting in zero substantiated client complaints per quarter.
• Address client concerns and feedback, resolving 90% of complaints within three business days.
• Manage client scheduling to achieve 90% appointment adherence and maintain average client wait times of less than 15 minutes.

• Oversee daily client attendance and timekeeping processes, maintaining 90% accuracy in attendance records.
• Conduct weekly audits to ensure attendance records remain accurate and compliant.
• Ensure attendance information is entered within required program deadlines with 100% on-time submission.

• Oversee Metro Card and gift card distribution, billing, and reconciliation processes, ensuring 98% of transactions are processed within 24 hours.
• Maintain accurate inventory records with 98% reconciliation accuracy and compliance with organizational procedures.

• Manage office supply inventory to prevent operational disruptions, maintaining inventory levels with a 10% monthly reorder threshold.
• Ensure administrative support functions operate efficiently with 95% on-time completion of assigned administrative tasks.
• Coordinate office operations to support uninterrupted program…