Section Leader

CGI•San Francisco, CA

19h•Onsite

About The Position

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. Includes planning, directing and coordination of the daily activities of mail open, cashier, image capture, image review, data entry, bookprint, quality control, customer service functions such as searches, re-writes, re-issues, re-mails and all PRISM functions. Assure sufficient inventory of passports and other supplies are on hand to meet current and anticipated demand. 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.

Requirements

Good oral and written communication skills
Ability to prioritize workload for small teams and possess good organizational skills
Experience in banking, cash handling, and transaction processing.
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 (6) years of general office experience
Two (2) years of supervisory experience
Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook
Demonstrated customer service experience
Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team.

Nice To Haves

Knowledge and understanding of the laws, rules and regulations pertaining to eligibility for and issuance of a U.S. Passport.

Responsibilities

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.