Supervisor, Casework User Support
About The Position
Under limited supervision, serve as a System Operator to ensure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning of our casework system of record. The Supervisor, Casework User Support serves at the nexus of workforce support and system functionality, ensuring that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households. This is a people manager position reporting to the Director, Casework in the Casework Transformation Branch. Responsibilities include supporting casework user support, as well as leading a team of staff and volunteers, and developing user support procedures, tools, and training. This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.
Requirements
- Bachelor's degree required.
- Minimum 3 years of related experience or equivalent combination of education and related experience required.
- 1 year of lead or supervisory experience.
- Excellent interpersonal, verbal and written communication skills.
- Develop strategies to achieve organizational goals.
- Demonstrated analytical and decision-making skills to develop creative processes for continuous program or service improvements.
- Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint and Outlook.
- Familiarity with federal, state and local employment laws.
- Ability to work on a team.
- Travel up to 10% may be required.
- Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).
Responsibilities
- Hire, train, and manage user support staff, including Temporary Disaster Employees; provide leadership, support and direction to Red Cross user support workforce including volunteers.
- Develop, manage, and supervise a volunteer and collateral duty team of System Operators; serve as the team lead for on-call System Operators and maintain the team roster and schedule.
- Coordinate and communicate with NHQ and field stakeholders regarding user support and issue resolution.
- Develop subject matter expertise on user support for American Red Cross financial assistance programs and Client Casework.
- Monitor, consolidate, and track data related to user support channels. Work independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
- Establish and maintain mechanisms to monitor outcomes related to consistent and effective user support customer service.
- Serve as the primary liaison to Regions and Disaster Relief Operations on user support issues.
- Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues.
- Support resolution of IT tickets and RC Care Technical Exceptions.
- Analyze program processes to identify strategies to improve the use of the RC Care system and other tools to support case processing and financial assistance service delivery.
- Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month.
- Direct daily operations of work unit.
- When needed, performs the responsibilities of a System Operator.
- Performs their responsibilities during both steady-state and operational-state periods.
- Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.
Benefits
- Medical, Dental Vision plans
- Health Spending Accounts & Flexible Spending Accounts
- PTO: Starting at 15 days a year; based on FLSA status and tenure
- Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
- 401K with 6% match
- Paid Family Leave
- Employee Assistance
- Disability and Insurance: Short + Long Term
- Service Awards and recognition
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What This Job Offers
Job Type
Full-time
Career Level
Manager
