Supervisor- 2nd Shift

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. This includes planning, directing, and coordinating the daily activities of mail open, cashier, image capture, image review, data entry, bookprint, quality control, and customer service functions such as searches, rewrites, reissues, remails, and all PRISM functions. Ensure sufficient inventory of passports and other supplies to meet current and anticipated demand. This position is located in Portsmouth, NH.

Responsibilities

• Lead and manage a team of Support Associates, setting work priorities and ensuring smooth transitions between teams.
• Serve as a Subject Matter Expert (SME) in critical roles, liaising frequently with onsite Government Management.
• Plan, direct, and coordinate daily activities of mail open, cashier, image capture, image review, data entry, book print/card print, quality control, and PRISM.
• Follow established procedures to meet changing processing requirements.
• Provide regular operational feedback, including management meetings, status updates, attendance reporting, training records, and other production activity reporting.
• Perform workload management in all Passport task areas (Mail Open, LB/Scanning, Image Review, Book Print, Quality Control, Mail Out, PRISM, or Customer Service).
• Notify the Passport Support Manager of any issues with staff adherence to procedures or internal controls violations.
• Monitor workload and recommend how to divide work among support staff to Government management.
• Monitor contractor personnel performance to ensure compliance with performance standards, procedures, and internal controls.
• Assist with prioritizing will calls, expedites, and routine work.
• Train contract personnel in their duties and tasks to improve training programs.

Requirements

• Good oral and written communication skills.
• Ability to prioritize workload for small teams and strong 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.
• Six years of general office experience, including:
  • Two years of supervisory experience.
  • Four years of experience utilizing office software (MS Word, MS PowerPoint, MS Excel, MS Outlook).
  • Demonstrated customer service experience.
  • Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team.

Desired Qualifications

• Due to the nature of this government contract, US Citizenship is required.

Pay

A reasonable estimate of the current compensation range for this role in the U.S. is $58,000.00 – $123,800.00.

Benefits

• Competitive compensation.
• Comprehensive insurance options.
• Matching contributions through the 401(k) plan and the share purchase plan.
• Paid time off for vacation, holidays, and sick time.
• Paid parental leave.
• Learning opportunities and tuition assistance.
• Wellness and well-being programs.