CGI Technologies and Solutions, Inc. Passport Support Associate Supervisor - Western Passport Center in Tucson, Arizona

Passport Support Associate Supervisor - Western Passport Center

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Category:Consulting / Business / Functional

City:Tucson, Arizona, United States

Position ID:J0616-0371

Employment Type:Full Time

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Position Description:

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 Section 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, book print/card print, quality control and PRISM), customer service, fraud, cashier, passport product control, and supervise at any level within the Agency/Center.

Your future duties 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, 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 Passport Support Associate Supervisor may serve as Acting Passport Support Manager.

Required qualifications to be successful in this role:

• Bachelor’s 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.

• 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

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

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