Inbound Contact Center Supervisor jobs in Milwaukee, WI

Description

POSITION SUMMARY

This position serves as a Center Supervisor for the Early/Head Start program. The Center Supervisor serves as the operational lead for the center, ensuring compliance with all program policies/procedures and Early/Head Start, licensing or other regulations

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Center Supervisor is primarily responsible for achieving the following outcomes for the Early/Head Start program:

1. Education
2. Family Partnerships
3. Human Resources & Supervision.
4. Communication & Service Coordination
5. Record Keeping & Reporting
6. Ongoing Monitoring & Self-Assessment
7. Program Governance & Leadership
8. Operations & Facilities
9. Uphold the shared mission and values of UCC

Education:

• Ensure full implementation of all aspects of the Head Start program’s early learning system, policies/procedures, and tools to support all children in achieving School Readiness Goals.
• Oversee required training of new hires (in conjunction with education & HR leads); develop, conduct, or arrange other training for staff, parents, or volunteers.
• Ensure teachers integrate goals from Individual Education Plans (IEPs) for children with disabilities (in consultation with the Mental Health/Disabilities Coordinator).
• Ensure the completion of all required child screenings and assessments, including 45 and 90-day requirements for new children and quarterly progress assessments for all children.
• Ensure that classrooms, gym, and outdoor areas are supplied with developmentally appropriate materials.
• Participate in team meetings, home visits, and community events as needed.
• Support teachers in understanding child outcomes data and using it to improve practice.

Family Partnerships:

• Coordinate with Family Advocates to ensure full implementation of family services and parent involvement (in consultation with the Director of Health and Family Services/Family Services Coordinators.
• Model strong, positive relationships with families.
• Support Family Advocates in implementing all aspects of the family services program, including planning monthly Parent Committee meetings.
• Ensure parents are integrally involved in developing the program’s curriculum and approach to child development and education through regular meetings with parent members and others.
• Assist teaching staff in developing a system offering parents opportunities for enhancing and increasing their child observation skills. 
• Coordinate training for parents and community members wanting to volunteer in the classroom.
• Coordinate training for and implementing UCC Burnham Campus Center family engagement programs.

• Support the Early/Head Start Director in supervising center staff, ensure completion of all human resources activities, and ensure compliance with relevant policies and procedures.

Human Resources & Supervision:

• Meet at least once per month with the people you supervise to monitor, provide ongoing verbal and written feedback consistent with their development plans for performance improvement, ensure adherence to Head Start performance standards, and plan and direct work. 
• Plan and adjust work operations to meet changing or emergent program requirements within available resources.
• Submit annual performance evaluations in a timely manner.
• Work with teachers to develop and support their development plan, including training each teacher to obtain a bachelor’s degree or higher in Early Childhood Education or a related field.  Individual development plans and a training log are filed in the personnel folder.
• Understand the personnel policies and procedures, and ensure that the people you supervise are aware of these and any changes to them that occur.
• Assign and review the work of the people you supervise. Instruct, train, and work effectively with the people you supervise from various backgrounds and with differing levels/areas of training. Model best practices within the service area.
• Devise work methods and procedures that support improvements in existing work practices, supporting the people you supervise in developing and setting goals, priorities, and timelines.
• For open positions, comply with the program employee recruitment and selection procedures to ensure consistency and compliance with Equal Employment Opportunity (EEO), legal hiring practices, and internal policies and procedures. 
• Take required disciplinary action objectively and fairly, following Program Policies and Procedures and EEO requirements. This includes requirements involving the Head Start Policy Council in employee hiring and termination as outlined in Performance Standards 45 CFR 1304, Appendix A.
• Make appropriate personnel decisions not requiring higher approval as-needed and submit others as a recommendation to supervisor.
• Comply with all Health and Safety policies, including ensuring no child is left alone or unsupervised by staff, consultants, contractors, or volunteers while under my care

Communication & Service Coordination:

• Lead regular team meetings to ensure effective communication and service coordination.
• Attend local, state and regional initiatives to represent the center and develop professionally.
• Ensure children’s individual health, nutrition, disabilities, or mental health needs are met through the implementation of a referral system, coordination with appropriate coordinators/specialists, and participation in case conferences as necessary. 
• Develop a working knowledge of local community resources related to education and transition.
• Actively participate in the Head Start community, including staff meetings, mandated trainings, committee meetings, and other program-wide functions as needed, including some evening activities.

• Ensure complete and accurate implementation of all required systems for recordkeeping and reporting, including
  • Individual child/family files
  • Master binders
  • Education portfolios or other documentation of early childhood education services
  • In-kind contributions from parents or community members
  • Purchasing and tracking of supplies and equipment
  • Employee timekeeping
  • Employee paid time off
  • Attendance and payments (as appropriate) for Full/Extended Day
  • Child, family & program information in Teaching Strategies Gold
  • Child observations, assessment & planning information in CreativeCurriculum.net

Record Keeping & Reporting:

• Review weekly MBI (managing by information) report and ensure all concerns are addressed in a timely fashion.
• Review quarterly MBO (managing by outcomes) report and ensure all concerns are addressed in a timely fashion.

Ongoing Monitoring & Self-Assessment:

• Participate in annual program self-assessment
• Implement all monitoring systems required by UCC, Head Start, child care licensing CACFP or other agencies, including: Daily visual check of indoor & outdoor safety. Monthly or quarterly completion of health & safety monitoring tool

Program Governance and Leadership:

• Participate in annual and quarterly planning to set, plan for, and monitor program goals.
• Contribute to annual review and revision of program’s integrated service plan.
• Lead for the good of the entire organization, understand the big picture and use it as a framework to make decisions
• Make decisions that support program quality and maintain program accountability.
• Establish focus for the education service area and act to align area’s goals with the strategic direction and needs of the center; ensure that employees in the area understand how their work relates to the center as a whole and the relevant regulations and performance standards. 
• Improve quality and effectiveness of education service area and overall organization by initiating, sponsoring and implementing organizational change and by helping others to manage organizational change successfully.
• Promote consistent exchange of information and a cooperative environment within the leadership of the center.
• Attend parent committees, Policy Council, UCC Committee or Board of Directors meetings as needed or requested.
• Ensure teachers and volunteers understand regulations associated with prevention of occupational disease and injury, including the exercise of universal precautions.
• Recognize that your job description is service area specific but not limited to: confidentiality, child abuse reporting, attendance and dependability, appropriate dress, customer service and support to all families, prudent use of program resources, and promoting and maintaining safe work environment.

Operations and Facilities:

• Serve as operational lead for the center, ensuring compliance with all program policies/procedures and Head Start, licensing or other regulations

• Ensures that facilities, materials, and equipment are safe, appropriate, and conducive to learning and reflective of the different ages and stage of development of each child, including children with disabilities.
• Ensures Center-based environments are free of toxins, such as smoke, lead, pesticides, and herbicides.
• Ensures arrangements and space, as well as types and use of materials and equipment, match grantees identified curriculum.
• Ensures the facilities are accessible to persons with disabilities as required by the Section 504 of the Rehabilitation Act.
• Conduct and/or supervise monthly safety checks of all facilities.

Supervision:

• Supervises assigned department personnel. Includes the following responsibilities, but are not limited to: hiring, training, scheduling, evaluating, and ensuring accuracy, timeliness, and completing all work performed by direct reports.
• Educates direct reports on all department and agency policies and procedures.
• Meets with assigned staff at least monthly to identify and resolve problems, manage projects, track goals, and review work processes and procedures.
• Represent the team and/or department at meetings, events, and training as required.

Non-Essential Duties:

• Performs any other duties as assigned.

Job Specifications:

• To perform this job successfully, an individual must be able to carry out each essential duty in a satisfactory manner. The job specifications listed below are representative of the education and experience as well as the knowledge, skill and/or ability (KSAs) required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications

Requirements:

The Center Supervisor must meet one of the following educational qualification requirements:

• Bachelor’s Degree or higher Degree in Early Childhood, Child Development or a related field

Additional Requirements:

• Experience managing preschool programs
• Experience managing staff
• Obtain certification in CPR and First Aid.
• Knowledge of health and safety licensing requirements (if applicable)
• Experience with collaborations and community partnerships (if applicable)
• Able to lift a child weighing 40 pounds, 20 times a day if needed.
• Physical exams and background checks are required for this position.
• Travel required locally or long-distance up to 10% of the time for work-related meetings and functions.

• Ability to engage in repetitive movement of wrists, hands, and fingers – typing and/or writing.

Knowledge, Skills, & Abilities:

• Ability to interact effectively with people from diverse backgrounds.
• Ability to communicate effectively, verbally and in writing.
• Demonstrated computer literacy skills, using MS Office applications and other basic data systems, including internet navigation.
• Must be honest, dependable and able to meet deadlines.
• Self-motivated and able to work independently.