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Supervisor - U.S. Passport Production - 2nd Shift
Position Description
The Supervisor - Passport Production leads and manages a team of Passport Production Support Associates. Responsibilities include setting work priorities and ensuring a smooth transition of work between various teams. If requested by Government management, ensures that a sufficient inventory of Passports and other supplies are on hand to meet current and anticipated demand. The Supervisor serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management.
Your future duties and responsibilities
Tasks include, but are not limited to:
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 operational feedback, attend management meetings, provide status updates, attendance reporting, training records, and other production activity reporting
Perform workload management in all Passport task areas
Notify the Passport Support Manager of any problems or issues with staff adherence to procedures, or internal controls violations
Monitor workload and make recommendations to the Government on how to distribute 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
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 the workload, and per the direction of the Government
Maintain control and oversight of blank Passport books/cards and other accountable items
In the event that the Passport Support Manager is absent for any reason, for a period no longer than two weeks, the Supervisor-Passport Production may serve as Acting Passport Support Manager
Required qualifications to be successful in this role
Bachelor 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
Two (2) years of supervisory experience
Four (4) years of experience utilizing 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
OTHER 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
PHYSICAL DEMANDS:
Capable of doing repetitive functions such as lifting, sitting, reaching, twisting, sealing envelopes, and filing
Standing in the public waiting area of the agency, while assisting the internal and external customer and general public
Ability to work as triage helper in managing the public in an orderly manner
Ability to move up to 45 pounds
Ability to work in inclement weather conditions, as requested by our government customer
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