FIELD COORDINATOR SUPERVISOR – USA & CANADA TEAM

Position reports to Country Operations Manager (COM)

Mission

The Field Coordination Supervisor mission is to ensure that all Service Checks within their area of responsibility are performed correctly per standards and on time and that the Evaluator database remains updated. To manage that, the Field Coordination Supervisor is to build the team of Field Coordinators, establish a fruitful working environment for them and ensure their proper understanding of the Company's standards and of the COM and Project Managers needs and goals.

Duties

- Organize the dispatch of Service Checks within the team and assign personally any Check that cannot be handled by the team members (Ex: remote areas).
- Control rhythm of assignment on a daily basis and provide feedback on the same to Field Coordinators
- Control and provide feedback on Quality of assignments: Ratio of Checks cancelled, deadlines set for Evaluators, Evaluator profiles, etc.
- Control and approve expenses (within the limits defined with COM) and develop strategies to avoid/reduce them: travel expenses and bonus to Evaluators.
- Manage Evaluator Database: engagement with first time Evaluators, updates of profiles, exclusions,
cancellations, etc. Identify gaps in database and propose actions to cover them.
- Control quality of communication between Field Coordinators and Evaluators (written correspondence, Skype reports, listen calls...)
- Hire new Field Coordinators: Coordinate paperwork with Human Resources Department.
- Manage invoices of Field Coordinators: generate lists of Checks, update and communicate on the Milestone bonus file, control invoices submitted by Field Coordinators and send them to accountancy for payment.
- Coach and train: organize new Field Coordinators coaching period which must include at least 2 sessions consisting in browsing database, selecting potential Evaluators and contacting them; organize regular team meetings to discuss general topics, new processes or to refresh knowledge; organize kick off meetings for new projects to set goals and requirements.
- Offer technical support: Control any technical issue and contact Online Help for support when needed
- Evaluate the team members skills, performances and opportunities for improvement and provide corresponding
feedback
- Motivate and manage commitment from the team members

Training and Feedback:
- Stay updated on Corporate Standards and project-related requirements
- Liaison with Line Manager and attend regular meetings
- Submit any idea on possible improvements or developmentsJob Requirements
- Able to present Service Checks and position in an attractive manner
- Written and Oral communication skills
- Enthusiastic and positive
- Ability to adapt to IT
- Self-motivated and organized
- Supervision skills
- Problem solving skills
- Ability to produce and analyse activity reports

KPIs:
- Field Coordinators turn over in team
- Evaluator database maintenance
- % of Checks performed correctly and on time
- Compliance with Evaluator profile requirements
- % of Checks cancelled
- Amount of Travel Expenses and other extra fees allocated to Evaluators
- % of first time Evaluators
- Quality of reporting to COM
- Responsiveness to requests from COM and attendance to team and project meetings

*** Ability to work US business hours is MUST