The Opportunity:

As a professional in shared delivery, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance.

You will be providing leadership support for escalated Training Administration inquiries from employees and vendors within the response service level agreement. Educate and provide policy guidance on People Services related inquiries to teams and customers. As Supervisor of the Training Administration team, you will oversee the management and administration of learning courses available to all employees, including internal classes provided by Booz Allen and external classes hosted through 3rd party vendors. Your team will support facilitation of New Hire Orientation. Due to the nature of work performed within this facility, U.S. citizenship is required.

How You'll Contribute:

• Oversee and supervise a team of training specialists who provide customer service and support to employees, managers, vendors, and government agencies escalated benefit and leaves inquires and reporting.
• Ensure the team's inquiry volume is managed, transactions are completed timely and accurately, and customer service standards are met.
• Direct the distribution of work activity among the teams to maintain a balance of activity and perform quality assurance checks on employee transactions.
• Oversee and manage vendor activity in support of the work required to be accomplished.
• Provide coaching and guidance to improve staff performance and capabilities, and identify training needs.
• Develop staff in technical and soft skills.
• Create an environment that promotes customer service, teamwork, and accountability.
• Be responsible for team performance goals and lead efforts to continuously improve the service delivery.
• Maintain quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.
• Ensure sensitive information handled by the team remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.

Ready to build the future of shared delivery for the better?

Join us. The world can't wait.

You Have:

• 5+ years of experience managing or leading a team of training specialists or a training program
• Experience facilitating in-person and online training to groups of 20+ people
• Experience using Microsoft Office programs such as Word, Excel, and Outlook
• Knowledge of Service Center and shared service technology procedures and best practices
• Ability to manage teams, clients, stakeholders, and workflow in a service center environment
• Ability to build strong relationships with COE partners as well as the business sectors to improve delivery
• Ability to address performance issues through key performance metrics and technical efficiency
• HS diploma or GED

Nice If You Have:

• Experience with supervising in a Help Desk or Contact Center environment in training or onboarding administration
• Experience with successfully transitioning work from Center of Expertise (COE) teams to centralized shared services teams
• Experience with tools such as Workday or ServiceNow
• Ability to foster a friendly and professional attitude to quickly develop rapport with team and customers
• Possession of strong coaching, research, and problem-solving skills
• Bachelor's degree

Create Your Career:

Grow With Us

Your growth matters to us-that's why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.

A Place Where You Belong

Diverse perspectives cultivate collective ingenuity. Booz Allen's culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you'll build your community in no time.

Support Your Well-Being

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we'll support you as you pursue a balanced, fulfilling life-at work and at home.

Your Candidate Journey

At Booz Allen, we know our people are what propel us forward, and we value relationships most of all. Here, we've compiled a list of resources so you'll know what to expect as we forge a connection with you during your journey as a candidate with us.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you'll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you'll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We're an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change - no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.