Job Summary:
The Team 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 Team 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, quality control and PRISM), customer service, fraud, cashier, passport product control, and supervise at any level within the Agency/Center.
Roles and Responsibilities:
Anticipated tasks include, but are not limited to, the following:
- Plan, direct, and coordinate the daily activities of mail open, cashier, image capture, image review, data entry, 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, Quality Control, Mail Out, PRISM or Customer Service
- Notify the DPSM 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
- In the event that the DPSM is absent for any reason, for a period no longer than two weeks, a Team Leader may serve as Acting DPSM.
