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    Field Training Supervisor - Burnaby, BC, Canada - Avature

    Avature
    Avature Burnaby, BC, Canada

    1 week ago

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    Description

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    Among the many things you will be responsible for, you will be s upervising the work of Federal Student Aid (FSA)

    CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed. Interface with project leadership to coordinate direction from the client to ensure proper implementation and follow up. - Maintain updated knowledge of all project programs. - Attend supervisor meetings and conduct unit meetings. - Follow up on customer complaints. - Evaluate staff performance and conduct annual evaluations. - Ensure compliance with all applicable requirements of the contract, state and federal regulations. - Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations. - Monitor performance including call quality and systems documentation. - Assures the project is in compliance with established standards and procedures. - Minimum Requirements:

    • Bachelor's degree in related field.
    • Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed.

    Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.

    Discuss job performance concerns with employees to identify causes and impacts.
    Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks.
    Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports.

    Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types.

    Participate in meetings and recommend changes to policies and procedures.
    Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
    Must have high-speed internet (minimum of 25 mbps) to work from home / remotely.
    PC skills, including experience with Microsoft Office applications required.

    Will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.

    May be required to work scheduled holidays, overtime, and weekends.
    Additional Requirements as per contract/client:
    Must not be delinquent or in default on any federal student loans.
    New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card


    Home Office Requirements:
    Internet download speed of 25mbps or higher required (you can test this by going to )
    Private work area and adequate power source

    Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

    Other rewards may include short- and long-term incentives as well as program-specific awards.

    Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

    Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
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