Section Lead

Section Lead

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. This position is located in our Walnut Creek, CA office with work performed at client site in Seattle, WA.

Your future duties and responsibilities: The Section Leader leads and manages a team of Support Associates. Responsibilities include setting work priorities and ensuring a smooth transition of work between the various teams. If requested by Government management, ensure that a sufficient inventory of Passports and other supplies are on hand to meet current and anticipated demand. The Section Leader serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management. Critical roles such as, Passport services' processing work functions (mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM), customer service, fraud, cashier, passport product control, and supervise at any level within the Agency/Center. Anticipated tasks include, but are not limited to, the following:

• Plan, direct, and coordinate the daily activities of mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM.
• Plan and follow established procedures and methods to meet changing processing requirements.
• Provide regular operational feedback, management meetings, 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 make recommendations to the Government on 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 will calls, expedites, and routine work

Required qualifications to be successful in this role:

• 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, and;
• Six (6) years of general office experience, including;
• Two (2) years of supervisory experience, including;
• Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook, and;
• Demonstrated customer service experience, and;
• Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation.
• Comprehensive medical, dental, and vision benefits, Basic Life and Accidental Death & Dismemberment insurance, Matching contributions through 401(k) plan.
• As an employee working on a contract by the Service Contract Act, you will be eligible for $4.93 per hour worked up to 40 hours per week to be used towards the cost of health and welfare benefits.
• CGI Share Purchase Plan.
• Profit participation plan.
• Flexibility and paid accrued vacation leave, accrual levels are determined under wage determination requirements and continuous tenure on the contract.
• Observe the standard eleven (11) federal holidays as defined by SCA Wage Determination document for your specified location.
• Under Executive Order 13706, you will accrue 1 hour of sick leave for every 30 hours worked up to a maximum accrual of 56 hours.
• Six (6) to Eight (8) weeks of Maternity leave to the birthing parent, based on circumstances of delivery. 70% of base pay is covered during an approved leave period.
• Paid parental leave for 20 consecutive days based on circumstances of leave and applicable laws.
• Bereavement leave, ranging from 1 to 7 days based on relationship.
• Paid jury duty leave, up to time summoned.
• Learning opportunities.
• Wellness and Well-being programs.