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SUPV, PGS OPERATIONS in Aurora, IL at The GEO Group, Inc.

Date Posted: 7/20/2020

Job Snapshot

  • Employee Type:
  • Location:
    Aurora, IL
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Facility: PROTOCOL

Compensation Base: $50,000

Compensation Bonus (if applicable): 


Equal Opportunity Employer.


  • Supervises the daily activities of a team of Correctional Specialists and Team Leads on a specified shift.  Reviews and adjusts staffing levels to ensure appropriate coverage and handling of calls to meet customer requirements.  Coaches and mentors subordinates to ensure team meets measurable performance indicators.

Primary Duties and Responsibilities

  • Supervisors assigned shift of Correctional Specialists and Team Leads, including interviewing, hiring, assigning work, providing direction, mentoring, training and counseling. Completes performance reviews, disciplinary actions and assessments for all assigned staff. Recommends employees for termination as necessary.  Ensures consistent application of employee guidelines, processes, policies and procedures for all staff members.
  • Reviews team performance and provides mentoring and coaching to ensure team meets established KPIs.
  • Responds to questions from Correctional Specialists and Team Leads to ensure accurate responses to inquiries and prompt resolution of issues.
  • Maintains a dialogue with the Operations Manager regarding escalated calls or customer issues.
  • Assists with customer training and demonstrations of Company systems and services.
  • May assist in daily call center activities, such as alarm processing or handling inbound or outbound calls.
  • Provides ideas about systems enhancements and innovations.
  • Performs other duties as assigned.


Job Requirements

Minimum Requirements

  • High School Diploma or GED.
  • Bachelor’s Degree in Business Administration, Criminal Justice or related field preferred.
  • Correctional Specialist II certification preferred. Must be completed within 90 days of promotion.
  • Some supervisory experience preferred.
  • At least one year call center experience.
  • Strong interpersonal skills.
  • Strong written and oral communication skills.
  • Ability to communicate effectively with internal and external contacts.
  • Ability to maintain the highest level of confidentiality.
  • Proficient computer skills, including, but not limited to, Microsoft Word and Excel.
  • Good problem solving skills.
  • Ability to plan, organize and prioritize work.
  • Strong focus on quality customer service.
  • Flexibility in handling special projects and facility maintenance issues.
  • Ability to adapt to changing priorities.
  • Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
  • Ability to communicate technical concepts to a non-technical audience.
  • Must be self-motivated with the ability to work independently.
  • Ability to work in a multi-tasked environment and prioritize tasks appropriately.
  • Ability to meet contractual deadlines.
  • In-depth knowledge of all Company programs, systems and procedures.
  • Ability to maintain professionalism when dealing with upset or escalated calls.
  • Knowledge, understanding of, and compliance with Company policies and procedures.
  • Ability to provide mentoring and leadership to less experienced Correctional Specialists.
  • Ability to work as part of a team.
  • Knowledge of Criminal Justice system preferred.
  • Working knowledge of arrest terminology (e.g., misdemeanor vs. felony) and class of offense (e.g, 1,2,3…).
  • Ability to review and paraphrase documents.
  • Ability to maintain paper files in strict alphabetical order for quick retrieval.
  • Bi-lingual (Spanish) a plus
  • Ability to pass annual recertification testing for Correctional Specialist I, II and III.
  • Ability to work with computers and the necessary software typically used by the department.