Reporting Manager - Full-time

Reporting Manager

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 1000+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Summary

The Reporting Manager works as a full-time employee of Zeiders Enterprises, Inc. (Zeiders) and provides services under Military One Source Spouse Education and Career Opportunities Program. The Reporting Manager will manage the Zeiders team responsible for delivering and supporting business reporting solutions in conjunction with our application and telephony vendors. This manager and team will also be responsible for providing continually more sophisticated reporting functionality to measure support performance against agreed-upon metrics.

Serve as the SECO Program Manager’s subject matter expert on contract reporting requirements as outlined in the PWS; Analyzes data and prepares concise, accurate and meaningful performance metric reports in accordance with Company procedures; Actively participates in intradepartmental quality management improvement teams as appointed; Research and make recommendations on data collectionbest practices and industry standards for providing report delivery; Develop and implement contract performance measurements critical to the contract and service member customer satisfaction; Assists RQAM in overseeing quality control processes and ensure deployed needs are met; Assists with coordinating Member Satisfaction Improvement activities; Communicates significant findings, including potential risk management issues; Provides support to RQAM to ensure that contract requirements are met and compliance maintained; creates weekly/monthly/quarterly/annual reports. Provides other reports in accordance with PWS requirements.

Essential Duties and Responsibilities

• Establish operational reporting and application / business enabling objectives and assignments - delegate to team leads and employees and manage to results
• Manage the development of weekly and monthly report. Array data in a variety of formats to show the program’s performance for multiple audiences.
• Measure and monitor the execution of vendor, department and government processes and application performance against agreed upon external contracts) service levels
• Manage ongoing employee development by providing both formal and informal growth/training/learning opportunities
• Coordinate planning activities with team leads and members to accomplish goals - assess ongoing demand, work with business partners and leadership to set aggressive but achievable goals, allocate resources as appropriate and track results
• Initiate and manage business process improvements in order to achieve business results and appropriate solutions to meet IT and business needs
• Manage vendor solution for delivery and support of applications and systems, including; meeting agreed upon service levels for support, anticipating and planning for resource needs, ensuring that resources are leveraged appropriately to meet commitments, and maintaining high capacity quality throughput.
• Responsible for quality of application changes and support delivery - validate technology ability to meet business, performance, integration, and scalability requirements for each project.
• Review and provide guidance on all projects pertaining to application. Responsible for ensuring overall quality of deliverables against requirements
• Lead process and application performance analysis and subsequent action plans to improve overall quality and performance of the various vendor/ support teams
• Responsible for generating leadership report packages addressing delivery and support performance, including application uptime, incident and problem handling - pro-actively addressing systemic issues (application or process)
• Other duties as assigned.

Required Qualifications:

• A Bachelor’s degree in Business Administration, Management or other related discipline coupled with 3+ years professional experience with military family programs support or quality programs.
• Experience developing, managing, and monitoring contract reporting and metric initiatives; specifically in the form of operation performance, personnel performance, etc.
• Reporting Management experience supporting government contracts. 5+ years’ experience in complex call center environment or service operations environment.
• Ability to use Microsoft Office programs.

Other Skills and Abilities

• Demonstrated understanding of business processes and the key drivers and measures of success.
• Understanding of SQL and the ability to create customized queries
• Strong skills with MS Excel, using formulas, creating reports, creation of pivot tables
• Ability to analyze large datasets, and being able to create customized reports based on business requirements
• Understanding of call center processes, procedures and metrics – strongly desired
• Ability to gather business requirements and translate into reporting metrics
• Previous experience in creating scorecards and dashboards
• Excellent written, oral communication and interpersonal skills.
• Attention to detail.
• Ability to work independently or in a group as a problem solver.
• Experience working in a team-oriented, collaborative environment.
• Skilled data management and entry.
• Strong time management and organizational skills.
• Dependability.
• Ability to understand and follow directions.
• Ability to work with all levels of employees and a variety of departments.
• Preference for former Military or Military Spouse or Veteran or Wounded Warrior

Supervisory Responsibilities

The Reporting Manager will ensure a strong engagement between support stakeholders, the managed services telephony vendor, and the business information services team. The Reporting Manager must provide leadership to a team of various internal and external resources responsible for managing the transition to and support of the enterprise platform. These teams have diverse skill sets and expertise and some are geographically dispersed. They will ensure that technical and process issues are addressed in a timely manner via established, well-defined, support processes and governance structures. This role is part of the program support contract management team.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer