Supervisor / Section LeaderUnder the direction of the Passport Site Manager, Government Client Leadership, or designate, lead a team involved in all phases of passport processing, customer service, and PRISM functions. Includes planning, directing, and coordinating the daily activities of mail opening, cashier, image capture, image review, data entry, bookprint, quality control, customer service functions such as searches, rewrites, re-issues, re-mails, and all PRISM functions. Assure sufficient inventory of passports and other supplies is on hand to meet current and anticipated demand. This position is on-site in Tucson, Arizona.The Section Leader leads and manages a team of Support Associates.
Responsibilities include setting work priorities and ensuring a smooth transition of work between the various teams. If requested by Government management, ensure that a sufficient inventory of Passports and other supplies are on hand to meet current and anticipated demand. The Section Leader serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management. Critical roles such as, Passport services' processing work functions (mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM), customer service, fraud, cashier, passport product control, and supervise at any level within the Agency/Center. Anticipated tasks include, but are not limited to, the following: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 requirementsProvide regular operational feedback, management meetings, status updates, attendance reporting, training records, and other production activity reportingPerform workload management in all Passport task areas to include, Mail Open, LB/Scanning, Image Review, Book Print, Quality Control, Mail Out, PRISM or Customer ServiceNotify the Passport Support Manager of any problems or issues with staff adherence to procedures, any internal controls violationsMonitor workload and make recommendations to the Government on how to divide work among support staffMonitor contractor personnel performance and ensure that work is performed in accordance with performance standards, established procedures, and internal controlsAssist with prioritizing will calls, expedites, and routine workAssist in training contract personnel in their duties and tasks, helping to constantly improve the training process/procedureMake recommendations to the Government to improve processes and assist with problem solving and continuous improvementMaintain flexibility to meet organizational production and service goals, as required by the workload, and per the direction of the GovernmentMaintain control and oversight of blank Passport books/cards and other accountable itemsIn the event that the Passport Support Manager is absent for any reason, for a period no longer than two weeks, a Section Leader may serve as Acting Passport Support Manager.EDUCATION/EXPERIENCE REQUIRED: The ability to Obtain and Maintain a Secret security clearance, Bachelor's 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, including; Two (2) years of supervisory experience, including; Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook, and; Demonstrated customer service experience, and; Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team.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.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. You may be required to stand for a minimum of 6 hours, but not to exceed 12 hours in a given day based upon scheduling requirements. Ability to work as triage helper in managing the public in an orderly manner. Ability to move up to 45 lbs. Ability to work in inclement weather conditions, as requested by our government customer.Communication, Data Entry, Delivery management, LeadershipTogether, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.