Jobs for People with MS: National MS Society

Overview

The Operations Supervisor is a key position reporting to the Program Manager overseeing the day-to-day activities within the area of Operations Management (specifically the Order-to-Fulfill (O2F) process) for a language interpretation services program. Provides oversight and supervision of the fulfillment operations team personnel and is responsible for successful Operations workflow and outputs for the program. Supervises and ensures successful completion of tasks and work activities supporting assigned business sub-processes at best value (Performance, Quality and Cost).

Essential Job Duties

• Ensures appointments placed by the medical and vocational providers via the scheduling system are assigned to appropriate fulfillment staff for procurement of available, qualified Language Access Providers (LAPs) within the ready to work (RTW) database

• Supervises the daily fulfillment activities of 3-5 fulfillment staff from the help desk as they execute the O2F process

• Supports the Program Manager in providing program-wide oversight of all inputs, outputs and outcomes associated with program Performance, specifically within the new LAP Pipeline set of activities and the Ready-to-Work (RTW) pool of LAPs

• Supervises Quality Control, Procurement, Legal and Regulatory Compliance to ensure the procurement activity for each work order is completed in accordance with the corporate procurement manual, contractual requirements, and U.S. federal acquisition regulations, etc.

• Provides constant direction and monitoring with fulfillment staff ensuring all work orders are serviced by a qualified LAP

• Coordinates and interacts directly with other program supervisors (e.g., Help Desk, Quality, and Finance) to ensure proper completion of business process steps and tasks

• Creates and distributes usage reports to the customer and to internal stakeholders

• Informs management and customers of possible changes in daily operational capabilities which may adversely impact coverage of the order

• Manages reporting on LAPs’ performance and tracks incidences and ensures immediate corrective action is taken

• Maintains constant communication with fulfillment staff to better synchronize coverage and avoid no shows

• Facilitates program meetings to discuss potential issues that may be faced by fulfillment staff and LAP

• Performs other duties as assigned by the Program Manager

Minimum Requirements

• Minimum of three years of related administrative/quality management experience supporting a language services or other relatable program

• Minimum of two years’ supervisory experience

• Strong computer skills (Microsoft Office, Word, Outlook, PowerPoint, and Office Software)

• Experience working in a Government Contractor environment

• Must have strong organizational skills and attention to detail

• Ability to analyze situations, identify and define problems, create and implement workable solutions

• Ability to provide strong customer service

• Ability to collaborate in a team environment and utilize strong business acumen

• Willingness to work in a “hands-on” role, multi-task, adapt to shifting priorities, and work extended hours to include weekends (if required) in a high-energy, deadline-oriented workplace

Preferred Qualifications

• Bachelor’s Degree preferred

Work Environment

• Normal office working conditions

• Requires periods of non-traditional hours including consecutive nights or weekends when necessary

• May require ability to lift/and or move objects or packages of up to 25 lbs.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.