Site Supervisor

About the role

The Site Supervisor oversees the overall operational aspects of an assigned Applicant Support Center (ASC) location in Houston, TX.

Responsibilities

• Supervises staff consisting of Biometrics Technician(s) (BT), Receptionist, and/or Tiger Team BTs, if assigned.
• Reports directly to Regional and/or Deputy Regional Manager.
• Manages day-to-day duties of the ASC, including administration, property control, logistics, facility maintenance, safety, security, customer service, daily production, and staffing as required by the contract.
• Oversees and monitors all Biometrics capture, IDP, and Biometrics processes by observation and/or participation.
• Manages staff scheduling to maximize the ASC’s designated capacity.
• Prepares and submits timely and accurate reports to the PMO, including the Weekly Production Report, Customer Service Reporting (Management Control System), employee timesheets, training records and evaluations, quarterly inventory of Government Furnished Property (GFP), Application Support Center Incident Reports (AIR), and other necessary documents.
• Conducts training for all new ASC personnel using the Standard Operating Procedure (SOP) and other training tools and documentation.
• Provides leadership, guidance, motivation, and career development assistance to ASC employees.
• Ensures adherence to company and Program workplace policies.
• Utilizes an Employee Contact Record to conduct periodic counseling and coordinates with Regional Management and PMO HR on resolution of personnel behavior or performance issues.
• Maintains close coordination with the Regional Managers and Operations Coordinator.
• Maintains a professional and cooperative relationship with the USCIS Manager and all other USCIS personnel.
• May perform IDP duties if assigned, after receiving Final Suitability Clearance and completing training.
• Performs Biometrics Technician, Receptionist, and IDP functions as needed.
• Able to perform all reception and administrative duties of the Receptionist and may act as a substitute for the Receptionist.
• Maintains necessary supply levels and manages supply costs for the efficient and continuous operation of the ASC.
• Maintains all documents and records required for the administration of the ASC.
• Submits timely recruiting and employment documents as required.
• Performs other related duties as assigned or requested.

Requirements

• High School Diploma or equivalent.
• Must be able to obtain and maintain facility credentials/authorization (US Citizenship required for facility credentials/authorization at this work location).
• 2-3 years of relevant experience such as customer service, administrative support, or call center with at least 1 year of experience in a supervisory role or a minimum of 1 year experience at an Applicant Support Center.
• Must be able to stand or walk 70% to 75% of each shift while engaged in repetitive motions performing assigned duties.
• Must successfully complete all required training upon being hired.

Preferred Qualifications

• Valid Driver’s License (as there may be requirements for mobile routes).

Pay

$20.53 per hour.

Benefits

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.