IT & OPSCSR Supervisor

BMS Direct, Inc•Lynchburg, VA

10d•$65,000 - $75,000

About The Position

The IT & OPSCSR Supervisor leads and oversees IT and Operations Client Service Representative (OPSCSR) operations, including system operational efficiency, information system design, data processing, application and legacy programming, data communication, automated-project customer service, prepress services, and project management. The position allocates time across daily operations (60%), strategic planning and leadership (20%), and coaching, training, and employee development (20%). It is a salaried position with a stated schedule of 8:00 AM–5:00 PM and required flexibility. The work environment has a moderate noise level and generally favorable physical conditions. For IT, the supervisor develops an understanding of systems and software used in IT workflows, postal processing, document composition, and printing; assists with troubleshooting; oversees quality and performance; coordinates training and technical support; assists with recruiting; manages staffing and workload distribution; evaluates, coaches, and disciplines employees; supports strategic and technology planning; assists with disaster recovery and business continuity testing; and ensures IT staff follow SOC II Type 2 and HIPAA policies and procedures. The supervisor also provides backup for key IT positions. For OPSCSR, the supervisor monitors work-order quality and adherence to procedures for automated projects, supports onboarding and ongoing employee development, coordinates project handoffs, manages staffing and employee performance, and helps staff resolve issues and communicate accurately with customers. The role participates in daily production meetings, contributes to customer-service policy and strategic planning, oversees communication with customers, recommends process improvements, monitors billing and postage escrow systems, supports SOC II adherence for OPSCSR tasks, and ensures timely and accurate shipping and documentation of customer returns. For prepress, the supervisor ensures work is completed accurately and on time and that standards are followed or updated when changes are made to improve efficiency or quality. The role also performs other duties as directed or assigned by management.

Requirements

Bachelor’s degree or equivalent experience (minimum 4 years) in IT or computer-related curriculums.
Working knowledge of SQL or other relational databases.
Experience with programming languages such as PHP, dotnet, and Python.
Experience with common data formats such as XML, delimited, or fixed-width.
Experience with document workflow and composition software packages such as PReS and Alchem-e.
Good computer skills, including the ability to enter data into a job instruction system and proficiency in Microsoft Word, Excel, Outlook, and keyboarding.
Good communication and interpersonal skills.
A logical approach to problem solving.
Ability to work independently or in a team setting.
Ability to maintain a professional appearance and demeanor aligned with the company’s commitment to quality, continuous improvement, and respect for individuals.
Ability to sit or stand regularly and occasionally move and/or lift 45 pounds or more.
Ability to sit, stand, and perform hands-on operational tasks as needed.

Nice To Haves

Direct Mail experience.
Experience with BCC postal processing software setup and maintenance.
Working knowledge of Windows and Linux systems and servers.
Customer Service training and/or experience.
Graphic design or preflight software/application knowledge or experience.
Experience leading or participating on IT project management teams.
Knowledge of the mailing industry.

Responsibilities

Lead and oversee IT and OPSCSR operations, including operational efficiency, information systems, data processing, programming, data communication, automated-project customer service, prepress, and project management.
Develop a working understanding of systems and software used for IT workflows, postal processing, document composition, and printing.
Assist with troubleshooting technical challenges, job issues, and programming questions.
Oversee departmental activities and consistently monitor quality control and performance.
Work with management to establish work standards and administer work rules, disciplinary actions, and employment practices.
Coordinate employee training on company processes, procedures, and software.
Assist the System Administrator with coordinating technical support for employee hardware and software needs.
Assist with applicant interviews for vacant positions.
Adjust staffing requirements and workload distribution to support operational efficiency and avoid delays or job-processing errors.
Conduct annual performance evaluations for IT and OPSCSR staff; establish aligned goals and development plans, monitor progress, provide reviews, and create improvement plans when needed.
Coach and discipline assigned employees to support compliance with policies, processes, and procedures.
Help staff investigate issues, identify solutions, and provide accurate, consistent responses to internal and external customers.
Work with management on strategic plans and ensuring technology meets company and client-base needs.
Assist with disaster recovery and business continuity testing.
Ensure IT staff follow SOC II Type 2 and HIPAA compliance policies and procedures.
Provide backup for key positions within the IT department.
Monitor OPSCSR work-order quality and ensure automated-project quality-control procedures and SOPs are followed and kept up to date.
Work with the OPSCSR Lead on onboarding plans, and mentor, coach, and train Client Service Representatives after initial training.
Work with the OPSCSR Lead to coordinate handoffs of new or converted automated projects from Account Management to OPSCSR.
Participate in daily production meetings with IT, warehouse, and production leaders to discuss job status, schedules, and problem areas.
Work with leadership on customer-service policies, pricing levels, and strategic planning related to customer requirements and expectations.
Ensure accurate and consistent communication between OPSCSR and internal and external customers.
Analyze departmental processes and procedures and recommend improvements to processing efficiency.
Monitor and manage departmental billing processes, postage escrow, and systems.
Support SOC II certification adherence requirements related to OPSCSR staff tasks.
Ensure timely and accurate shipping and documentation of customer return items.
Represent the company in a courteous and cooperative manner.
Ensure prepress needs are completed accurately and on time, and that standards are followed or updated to improve efficiency or quality.
Perform other duties as directed or assigned by management.