Supervisor - Correspondence

Essential Duties and Responsibilities:

- Supervise the correspondence staff members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure correspondence and program service level requirements and goals are met.

- Assume leadership responsibility for correspondence tasks and contact center processing activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contact center expectations.

- Assist with escalated correspondence issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify outliers and work closely with the Human Resources team in resolving problems.

- Make recommendations to the higher-level manager for hiring, firing and disciplinary decisions.

- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Support audits by ensuring requested information are provided within the time limits requested and that the documentation and responses are accurate.

- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules

- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

- Comply with all company required policies, procedures and processes including but not limited to required training.

- Be able to successfully pass certification of departmental trainings.

- A portion of time is normally spent performing individual tasks related to the unit or sub-unit

- Monitors daily operations of a unit or sub-unit.

Requires full knowledge of own area of functional responsibility.

- Frequently interacts with subordinate employees and functional peer groups

- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules

- Receives predetermined work assignments that are subject to a moderate level of control and review

- Directs subordinates to complete assignments using established guidelines, procedures, and policies

- Generally, supervises semi-skilled employees or a few individual professional contributors

Additional Requirements as Per Client:

- Must reside in the U.S.

- Must be a U.S.

Citizen

- Must be able to pass a Federal Background Check

- Must not be delinquent or in default on any Federal Student Loans

Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.

Final suitability determination is the ...