Under the supervision of the Contract Operations Manager, leads a team of Passport Support Associates in supporting the center’s Processing and Quality Control sections. Responsibilities include setting work priorities and ensuring a smooth transition of work between the various departments. Interpret policy for department and review quality of work being completed by employees.

This is a 3rd SHIFT POSITION from 10:30 p.m. to 7:00 a.m. Sunday-Thursday

Specific Duties:

• Responsible for hiring, reviewing and termination of contract employees.
• Effect smooth transition of work between the various processing sections.
• Develops work assignments and ensures that all subordinate associates are informed of changes in law, regulation, policy and procedures affecting their work and such changes are understood and implemented.
• Trains associates in work procedures, regulations, and passport documentation requirements and reviews work of team members.
• Interprets policies, procedures, and goals of the organization for assigned staff.
• Responsive to employees issues and helps to build team morale and cohesiveness.
• Makes recommendations regarding staffing on all contract personnel.
• Effectively communicates with all section managers and takes initiative in addressing procedure revisions, personnel issues, and workflow problems.
• Evaluates and audits employees production for quality and quantity.
• Facilitates quality improvement programs and ensures customer service levels are met or exceeded.

 

Bachelors Degree from an accredited university or college in a related field such as Business Administration or Liberal Arts and a minimum of 6 years directly related work experience required.

Additional Requirements:

• Ability to successfully complete the Stanley Background Investigation to include; 50 State Criminal, Education, Employment, Credit and Driving Records Checks for continued employment.
• Possession of an INTERIM SECRET security clearance is required to begin employment; Ability to maintain a SECRET security clearance is required for continued employment; US Citizenship is required.
• Basic personal computer skills.
• Minimum of six (6) years of progressive supervisory experience in an office environment.
• Demonstrated customer service experience and call center experience desired.
• Demonstrated ability to prioritize and organize simultaneous workflow duties.
• Minimum of two (2) years experience in quality control.
• Document examination experience.
• Knowledge of postal regulations and demonstrated ability to prioritize and organize tasks.