Mgr Operations

at  Public Consulting Group

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com .
Our Human Services team helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.

Services:

• Program Consulting
• Finance Consulting and Billing Services
• Applied Technology
• Outsourcing and Operations
• Strategy
• Project and Grants Management
• Assessments and Feasibility Studies

Manager and oversee South Employment Services Department in 2 South Region offices. Ability to travel to other region offices as necessary.

REQUIRED SKILLS

• Excellent communication, interpersonal and client-facing skills.
• Ability to work independently and on a team.
• Ability to organize and plan work efficiently within set time limits.
• Ability to understand and interpret federal and state laws and regulations.
• Ability to analyze and manage significant amounts data and produce written reports.
• Ability to effectively communicate project status, issues and information to the client.
• Ability to manage a team and effectively coordinate project tasks across multiple counties.
• Strong Microsoft Office applications skills; preferably with Excel, Word, Outlook, and Access.

QUALIFICATIONS

• Bachelor degree or higher, preferably in Business, Business Administration, Accounting, Social Work, Public Policy, or other closely related fields preferred or 6+ relevant work experience
• 3+ years of relevant work experience in the field. Direct supervisory or management experience.

DUTIES AND RESPONSIBILITIES

• Responsible for the coordination of all project activities within project team, management and the client.
• Effectively trains staff
• Provides project management and leadership.
• Oversees quality assurance metrics
• Provides coaching, training, and development to contact center agents
• Educates Representatives and their Team Leads on Quality Assurance process
• Analyzes quality and performance trends to provide recommendations to Team Leads for improvement
• Responsible for scheduling, facilitation, and documentation of regular continuous improvement meetings
• Leads and/or participates in weekly status updates and monthly status reports with clients and project team.
• Manages and track project budget and invoicing.
• Manages collection of completed survey/assessment instruments from site surveyors, ensure accuracy and consistency in results, and regularly report results and information collected back to the project team.
• Provides ongoing communication with the project oversight panel, including senior staff from government agencies and other key stakeholders/organizations.
• Maintains a positive working relationship with the client.