IT & OPSCSR Supervisor

Description

The IT & OPSCSR Supervisor is responsible for leading and overseeing all IT and OPSCSR operations. This role includes:

• System operational efficiency
• Information system design
• Data Processing
• Application/legacy programming
• Data Communication
• Operational (automated projects) customer service
• Prepress services
• Project Management

• Develop good understanding of all systems and software utilized for IT workflows, postal processing, document composition and printing
• Assist in troubleshooting technical challenges, job issues and general programming questions
• Oversee all departmental activities to ensure quality control and performance factors are met and monitored consistently
• Works with management to establish work standards and administers all work rules, disciplinary actions and employment practices
• Coordinating employee training on company processes, procedures and software
• Assist the System Administrator in coordinating technical support for hardware and software needs for all employees
• Assist with applicant interviews for vacant positions
• Adjust staffing requirements and workload distribution to ensure operational efficiency and to avoid delays and/or job processing errors.
• Perform annual performance evaluations for all IT staff. Create goals and development plans which align with organizational goals. Monitor departmental and individual goals, provide reviews, and develop performance improvement plans if the employee’s performance is not meeting expectations.
• Coach and discipline assigned employees to ensure compliance with established policies, processes, and procedures.
• Help staff investigate issues, find solutions, and ensure responses to internal and external customers are accurate and consistent.
• Work with management to prepare strategic plans and to ensure that technological needs are met and that the company continues to meet the needs of the client base
• Assist with all disaster recovery and business continuity testing
• Responsible for ensuring IT staff follow SOC II Type 2 and HIPAA compliance policies and procedures
• Provide backup for key positions within IT department
• Perform other duties as directed

• Monitor the quality and accuracy of the work orders created by the OPS Client Service Representatives. Ensure all quality control procedures and SOPs for automated projects are being followed and kept up to date.
• Work with OPSCSR Lead to develop plans for onboarding new personnel to ensure employees have the necessary expertise to perform their duties. Mentor, coach and train Client Service Representatives after initial training.
• Work with OPSCSR Lead to manage the handoff of new or converted automated projects from the Account Management team to the OPSCSR team to avoid delays and/or job processing errors.
• Adjust staffing requirements and workload distribution to ensure operational efficiency and to avoid delays and/or job processing errors.
• Perform annual performance evaluations for all OPSCSR staff. Create goals and development plans which align with organizational goals. Monitor departmental and individual goals, provide reviews, and develop performance improvement plans if the employee’s performance is not meeting expectations.
• Coach and discipline assigned employees to ensure compliance with established policies, processes, and procedures.
• Help staff investigate issues, find solutions, and ensure responses to internal and external customers are accurate and consistent.
• Participate in daily production meetings with IT, warehouse, and production leaders to discuss the status and schedule of all jobs in progress and any problem areas.
• Work closely with the leadership team in determining customer service policies, pricing levels, and elements of strategic planning such as changes in customer requirements and/or expectations.
• Ensure accurate and consistent communication between OPSCSR and the customer (internal and external) which will build strong, positive relationships.
• Analyze the current departmental processes and procedures and make recommendations to ensure continuous improvements with processing efficiencies.
• Monitor and manage billing processes, postage escrow and systems within the department.
• Responsible in part for the SOC II certification adherence requirements related to tasks performed by OPSCSR staff.
• Ensure timely and accurate shipping and documentation of all customer return items
• Represent the company in a courteous and…