Section Leader

Job Summary
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:
Principal Accountabilities
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 regular operational feedback, management meetings, status updates, attendance
reporting, training records, and other production activity reporting
Perform workload management in all Passport task areas to include, Mail Open,
LB/Scanning, Image Review, Book Print, Quality Control, Mail Out, PRISM or
Customer Service
Notify the Passport Support Manager of any problems or issues with staff adherence to
procedures, any internal controls violations
Monitor workload and make recommendations to the Government on how to divide 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, a Section Leader may serve as Acting Passport Support Manager.
Knowledge & Skills
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
Experience & Education
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 (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.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
EXECUTIVE ORDER 11246 Prohibits discrimination against any employee or applicant on the basis of race, sex, color, religion, or national origin and requires affirmative action to ensure that applicants are employed, and employees treated, without regard to race, sex, color, genetic information, religion, or national origin. (Enforcement Agency: U.S. Department of Labor, Office of Federal Contract Compliance Programs).
Primary Location: UNITED STATES-COLORADO-AURORA
Job Posting: Mar 28, 2014, 9:07:03 AM
Unposting Date: Ongoing
Req ID: PR1401965 9ed49568b9d34eb5a474b3c9e7afd6e5

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