The Team Lead leads and manages a team of Support Associates. The Team Leader serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management.
DUTIES/TASKS:
- 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.
- Plan, direct, and coordinate the daily activities of mail open, image capture (PRISM), image review, data entry, cashier services, and quality control.
- 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.
