Job Title: Supervisor

Required Knowledge | Skills | Abilities

• Basic to intermediate analytical skills and ability to manipulate data in Excel.
• Intermediate to Advanced Excel software skills
• Basic to Intermediate PowerPoint and MS Word skills
• Excellent analytical, problem solving and critical thinking skills.
• Initiative, persistence, and drive
• Demonstrate leadership presence.
• Excellent organizational and time management skills
• Motivate team members to perform work at the highest level possible
• Proven ability to lead meetings (E.G. manger staff meetings, labor meetings)
• Adaptive to change.

• Maintain a complete process working knowledge of all primary team project assignments that aligns with current standard operating procedures (SOPs), written project instructions and/ or analyst guidance for the purposes of training staff to process work, validating production standards and supporting staff/ analyst with questions and answers (Q&A)
• Learn newly assigned and temporary project assignment SOPs and/ or instructions before project assignments to team members for the purposes of training staff to process, validate initial standard expectations and support staff/ analyst with Q&A
• Provide and document suggestions from self and team members for process improvement related to project/ process assignments as appropriate.

• Ensure production standards for all primary team project assignments are valid monthly and/ or as processes change and communicate anomalies/ variances to manager.
• Responsible for the training of employees on all primary team project assignments as well as on newly assigned or temporary project assignments, Q&A and SOP development
• Assist with SOP development and changes for all primary team project assignments as well as on newly assigned projects/ processes.
• Monitor individual team member production, quality by monitoring reports and scorecards on a weekly/ daily basis to ensure performance metrics are consistently met and complete required performance analysis assessments of team members weekly as appropriate.
• Encourage suggestions from team members concerning their processes and provide timely feedback on their status.
• Maintain an awareness of individual team member assignments as appropriate to identify, communicate and address issues associated with project assignments, individual performance, and labor resource alignment.
• Perform and document individual coaching sessions that are supported by complete and accurate actionable data associated with such items as employee production and quality metric performance, attendance status, workforce optimization performance, learning and development opportunities, etc.
• Ensure all employees have the necessary training to perform work assignments and each has the opportunity to learn.
• Identify and address cross training needs to ensure appropriate project coverage that is also supportive of employee development.
• Perform performance analysis and effectively diagnosis/ document performance gap reason(s) and discuss findings with staff members as needed.
• Assess and create individual employee development plans for all staff members and provide effective feedback regarding the employee's performance towards their development plan.

• Communicate team member feedback associated with project assignments and work environment to management leadership as appropriate.
• Compose effective performance evaluations, behavioral warnings, fact file entries and performance improvement plans that are detailed, accurate and delivered in a timely manner.
• Proactively engage employees regarding unfavorable behaviors for the purposes of mitigating the need/ impact of progressive disciplinary and document discussion/ outcome as appropriate with a fact file entry
• Plan, prepare for and conduct team GO and team meetings that are effective and supportive of resource optimization, team unity and employee morale.

• Monitor individual team member attendance as necessary and engage employees at appropriate intervals for coaching or start time evaluation to ensure attendance guidelines are consistently met and administered effectively.
• Oversee completion of daily plan to ensure all employees have adequate work assignments to support effective and efficient labor utilization.
• Inspect work assignments to ensure accuracy and completeness of data, instructions, etc. and communicate issues to manager, analyst, and other appropriate leadership.
• Maintain all inventory is within established turnaround time and effectively plan to ensure projects are completed by the service level agreement date.
• Maintain complete and up to date individual employee and team records in a manner that allows for manager/ leadership audit.