Job Description

Passport Section Leader

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.

Future duties and responsibilities include 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 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.

Required qualifications to be successful in this role:

• 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.
• Bachelors 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.

Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $60,000 - $65,000.

Skills:

• Customer Service & Support
• Data Entry
• Detail-oriented

What you can expect from us:

Together, as owners, lets turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction. Your work creates value. Youll 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. Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.

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