Public Consulting Group

Operations Supervisor

Job Locations US-CA-Chula Vista
Posted Date 3 weeks ago(7/15/2021 1:06 PM)
Job ID
# of Openings
Case Management/Care Coordination
Regular Full-Time
Practice Area
Human Services


About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector management consulting and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,000 professionals in more than 50 offices around the US, in Canada and in Europe. PCG’s Human Services practice helps state, county, and municipal human services agencies to achieve their performance goals in order to better serve populations in need. PCG’s Human Services’ seasoned professionals offer proven solutions to help agencies design programs, services, and systems; increase program revenue; cut costs; and improve regulatory compliance with state and federal regulations. To learn more, visit


Overall Responsibilities

PCG is seeking highly motivated and dependable Operations Supervisor with an interest in public service to lead our WTW teams for the San Diego CalWORKs/Refugee/Child Care and Payments Project for the South, Central, and East Regions of San Diego County. This person will provide day-to-day leadership for the team that is collaborative; ensure that program goals and objectives are met by executing standard business processes and organizing staff activity effectively and efficiently; maintain a consistent work pace, adhere to schedules, and meet both regularly recurring and ad hoc deadlines. This person will also assist WTW assistant program director, APD and supervisors to operationalize new processes and program innovations.


Specific Responsibilities

  • Lead a team to achieve excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county, and company compliance objectives.
  • Develop and review department reports to assist in the analysis of project performance.
  • Ensure performance reports are submitted to the County, corporate and to other project staff timely and accurately.
  • Analyze program data and reports, identify performance and compliance trends, and initiate process improvements.
  • Ensure the development of effective staff training based on need and trends
  • Oversee/support CERMS (document scanning) staff
  • Support APD in facility related needs
  • Support workflow between teams
  • Track/analyze customer surveys
  • Track/follow up customer complaints
  • Assure front desk quality/resources available such as civil rights
  • Identify gaps in workflow efficiency; make recommendations/implement efficiencies
  • Conduct quality checks and maintains adequate records/documentation for audit and internal control purposes
  • Develop front desk Standard Operating Procedures
  • Fulfill other project related duties as assigned


R    Required Skills

  • Orientation toward team-based approaches.
  • Ability to identify department trends and solutions.
  • Ability to prioritize work and meet deadlines.
  • Process oriented and results-driven work strategy.
  • Create project reports to help analyze department performance.
  • Excellent problem-solving, decision-making, and organizational skills.
  • Detail and process improvement oriented.
  • Ability to learn specialized databases and software systems.
  • Ability to analyze data to make sound business decisions or recommend improvements to management.
  • Adapts to and implements change
  • Promotes key values -Consistently demonstrates work ethics and values. Conducts duties of the position with truth, sincerity, and fairness.
  • Team and people building skills -Understands the importance of mentoring and coaching employees.
  • Uses sound judgment -Applies knowledge of the business and tasks and uses common sense and analysis to make the best decision.
  • Proficient in MS Office products, Access, Excel, Word, and Teams
  • Ability to take initiative, prioritize tasks and manage workflow to meet deadlines.
  • Ability to effectively execute without direct onsite supervision
  • Ability to interpret, comprehend, and follow policies and plan provisions.
  • Excellent interpersonal and customer service skills.
  • Excellent oral and written communication skills.
  • Problem solving and analytical skills.
  • Ability to work autonomously and within a team.

Perfered Education and Experience


  • A Bachelor's degree strongly preferred
  • 2+ years’ experience supervising staff; 2 years’ experience in a call or support center environment; 2+ years in human services or government services preferred
  • CalWORKs experience a plus


EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.


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