Supervisor

Job Description Under the direction of the Site PSM, Government Client Leadership or designate, lead a team involved in all phases of passport processing, customer service and PRISM functions. Includes planning, directing and coordination of the daily activities of mail open, cashier, image capture, image review, data entry, bookprint, quality control, customer service functions such as searches, re‑writes, re‑issues, re‑mails and all PRISM functions. Assure sufficient inventory of passports and other supplies are on hand to meet current and anticipated demand. Responsibilities Lead a team of Support Associates, setting work priorities and ensuring smooth transition of work between teams. Plan, direct, and coordinate daily activities of mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM. Provide operational feedback, status updates, attendance reporting, training records and other production activity reporting. Perform workload management in all Passport task areas to include mail open, LB/Scanning, image review, book print, quality control, mail out, PRISM or customer service. Notify the Passport Support Manager of any problems or issues with staff adherence to procedures, any internal controls violations. Monitor workload and recommend how to divide work among support staff. Monitor contractor personnel performance and ensure that work is performed in accordance with performance standards, established procedures, and internal controls. Assist with prioritizing wil calls, expedites, and routine work. Assist in training contract personnel in their duties and tasks, helping to constantly improve the training process/procedure. Make recommendations to the Government to improve processes and assist with problem solving and continuous improvement. Maintain flexibility to meet organizational production and service goals, as required by workload and per the direction of the Government. Maintain control and oversight of blank Passport books/cards and other accountable items. Serve as Acting Passport Support Manager when the Passport Support Manager is absent for no longer than two weeks. Qualifications Good oral and written communication skills. Ability to prioritize workload for small teams and possess good organizational skills. Ability to effectively and politely interface with the public and provide excellent customer service. Ability to analyze, interpret, and apply regulatory material and internal controls. Bachelor’s Degree or 4 years of experience as a Support Associate Level II or III, or 4 years of experience in managing teams. Six (6) years of general office experience. Two (2) years of supervisory experience. Four (4) years of experience utilizing a variety of office software, specifically MS Word, MS Power Point, MS Excel, and MS Outlook. Demonstrated customer service experience. Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team. US Citizenship. Benefits Competitive compensation range: $40,800 - $81,500. Comprehensive insurance options. Matching contributions through the 401(k) plan and the share purchase plan. Paid time off for vacation, holidays, and sick time. Paid parental leave. Learning opportunities and tuition assistance. Wellness and well‑being programs. EEO & Equal Opportunity Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. Background Check & Accommodation All domestic offers of employment are contingent upon the successful completion of a background investigation. Background investigation components may include a credit check, in accordance with applicable laws. Please refer to the U.S. Employment Compliance mailbox for any accommodation requests when applying (“Position ID: xxxx” required). #J-18808-Ljbffr CGI Njoyn