Under the supervision of the Contract Operations Manager, leads a team of Passport Support Associates (PSA’s) in the Customer Service Department. Provides supervision, develops work assignments and provides instruction on new or revised procedures. Makes changes in organization workflow, coordinates current workflow process demands to improve services rendered.

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

Specific Duties:

• Responsive to employee issues and concerns.
• Helps to continue to build team morale and cohesiveness.
• Provides timely feedback on all information impacting employees.
• Makes recommendations regarding staffing on all department personnel.
• Assists in determining hires and terminations.
• Evaluates and audits employees production for quality and quantity and provides one on one quarterly reviews.
• Conducts personnel counseling as required.
• Advises the Operations Manager on staff performance evaluations.
• Assists in supervising other departments as needed.
• Willingness to work the hours needed to accomplish tasks and goals. (PPT and Stanley)
• Oversees production for entire facility on daily/weekly basis as required.
• Compiles and develops management reports on department goals utilizing PC skills.
• Continually monitors and assesses department status and makes necessary adjustments to maintain optimum production and a smooth workflow.

 

Bachelors Degree from an accredited university or college in a related field such as Business Administration or Liberal Arts and a minimum of 2 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.
• At least five (5) years office experience including two (2) years direct supervisory experience of four (4) or more people.
• Experience with PC programs such as Windows and MS Office.
• Excellent written and interpersonal skills.

 

Preferred:

• At least two (2) years of quality assurance experience. (preferred)
• At least two (2) years experience as a contractor for the Federal Government. (preferred)