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

Core Responsibilities

INFORMATON TECHNOLOGY (IT)

• 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 

OPERATIONS CLIENT SERVICE REPRESENTATIVE (OPSCSR)

• 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 cooperative manner.
• Perform other duties as assigned by Management.

PREPRESS

• Ensure all prepress needs are completed accurately and in a timely manner

• Ensure that standards are being followed and/or updated if and when changes are implemented for improved efficiency and/or quality (i.e. software/application usage, format and/or file type, etc.)

Time Allocation

• 60% – Daily Operations (Oversite/support within IT and OPSCSR departments and when/where they cross over into other departments)
• 20% – Strategic Planning & Leadership
• 20% – Coaching, Training, and Employee Development

Qualifications/Skills

Required:

• Bachelor’s degree or equivalent experience (minimum 4 years) in IT or computer related curriculums
• Regularly required to sit or stand. Required to occasionally move and/or lift 45 pounds or more
• Maintain professional appearance and demeanor that reflect the company’s commitment to quality, continuous improvement, and respect for individuals.
• Possess good computer skills. Be able to enter data into a job instruction system. Proficient in Microsoft Word, Excel, Outlook, and keyboarding
•  Working knowledge of SQL or other relational databases
•  Experience programming languages such as PHP, dotnet and Python
•  Experience with common data formats such as XML, delimited or fixed width
• Experience with document workflow and composition software packages such as PReS and  Alchem-e

Preferred: Direct Mail experience

• Experience with BCC postal processing software setup and maintenance
• Working knowledge Windows and Linux systems and servers
• Customer Service training and/or experience
• Graphic design/preflight software/application knowledge/experience
• Experience leading or participating on IT project management teams

Other:

• Knowledge of the mailing industry is a plus

• Good communication and interpersonal skills

• Logical approach to problem solving 

• Self-reliance with the capability of working independently or in a team setting 

Physical Requirements

• Ability to sit, stand, and perform hands-on operational tasks as needed

Professional Expectations

• Maintain a professional demeanor aligned with company values of quality, respect, and researching opportunities for continuous and constant process improvement

  Core Competencies

• Leadership:  Ability to motivate, engage, and develop team members
• Communication:  Clear, effective verbal and written communication
• Organization:  Strong time management and prioritization skills
• Technical Proficiency:  Skilled in data analysis, reporting, and operational systems
• Financial Acumen:  Understanding of cost control and basic accounting principles

Working Conditions

• Schedule: 8:00 AM – 5:00 PM (Flexibility required)
• Work Environment:   Moderate noise level
• Physical Environment:   Generally favorable working conditions

  This is a salaried position     

Requirements

• Bachelor’s degree or equivalent experience (minimum 4 years) in IT or computer related curriculums
• Regularly required to sit or stand. Required to occasionally move and/or lift 45 pounds or more
• Maintain professional appearance and demeanor that reflect the company’s commitment to quality, continuous improvement, and respect for individuals.
• Possess good computer skills. Be able to enter data into a job instruction system. Proficient in Microsoft Word, Excel, Outlook, and keyboarding
• Working knowledge of SQL or other relational databases
• Experience programming languages such as PHP, dotnet and Python
• Experience with common data formats such as XML, delimited or fixed width
• Experience with document workflow and composition software packages such as PReS and  Alchem-e

Preferred: Direct Mail experience

• Experience with BCC postal processing software setup and maintenance
• Working knowledge Windows and Linux systems and servers
• Customer Service training and/or experience
• Graphic design/preflight software/application knowledge/experience
• Experience leading or participating on IT project management teams

Other:

• Knowledge of the mailing industry is a plus

• Good communication and interpersonal skills

• Logical approach to problem solving

• Self-reliance with the capability of working independently or in a team setting 

Physical Requirements

• Ability to sit, stand, and perform hands-on operational tasks as needed