Project Supervisor (Call Center)

Amentum•Washington, DC

53d

About The Position

This role will serve as a Project Supervisor (Call Center) assigned to the Radiation Exposure Compensation Act (RECA) program of the DOJ Civil Division and will work under the direction of a Project Manager, performing the following duties: Act as primary supervisor for assigned staff members, to include oversight of timekeeping, narratives, corrective action, and other staff management concerns. Oversee and direct all aspects of Amentum staff assigned to the RECA Call Center, to include supervision of Call Center activities, training new team members, and updating training materials as guidance changes. Assist claimants with substantive questions as they relate to the filing of claims, timing of submissions, and troubleshooting issues with submission. Assist claimants and Call Center staff with resolving discrepancies, missing information, and explanations of policies and procedures. Perform troubleshooting for the platforms on which calls are received and databases used in reviewing claims and potential claims. Reports directly to leadership on issues identified in Call Center activities and calls escalated for unique circumstances. Interfaces with Federal attorney team members to identify daily team priorities and communicate expectations of priorities to team members. Reports to the Project Manager on the performance of Call Center staff and recommendations for process improvement in associated workflows. Tracks, compiles, and reports on Call Center activity performance metrics, and assesses Call Center staff performance against measurable standards and goals. Determine individual team member capacity and reassign members to high priority tasks, while maintaining coverage of other team tasks. Assign work to team in consultation with Federal Attorney Team Leads and Project Manager, and track and monitor progress, ensure work is completed and check for quality and accuracy. Organize and maintain special project assignments. Create, maintain, update, and improve various internal charts and graphs. Help identify steps for, create templates for, and format, Standard Operating Procedures. Organize and maintain example work product for various team discussions/meetings/trainings. Track changes and update internal and external guidance and policy documents. Coach and develop staff members to ensure optimum quality of work product.

Requirements

At least two years of progressively more responsible experience on major litigation support projects, including at least one year of supervisory experience, including proven capabilities and communication skills to successfully interact with clients and attorneys.
Requires in-depth knowledge of litigation support, excellent written and oral communication skills.
Must be able to anticipate litigation support and claims processing needs, and develop and execute detailed plans for addressing those needs.
Experience in claim management or processing environments, particularly having worked with a claim management system.
Familiarity with the review of claims documents, both electronically and in hard-copy – to include assessing document information against decision-tree guidance and applying categorization standards.
Experience with claim review lifecycles and the ability to triage claims based on established guidelines.
Highly skilled in coordinating across teams and with other Managers, Supervisors, team members, and clients.
Demonstrated ability to oversee and coordinate numerous complex and time-critical claim support activities simultaneously, including technical/data processing support activities.
Requires hands-on familiarity with the Government's office and network environment, including but not limited to, data processing environments, including office automation networks, PC-based databases and other applications, and internet and server-based databases and other applications.
Undergraduate degree required.
Must be able to obtain and maintain MRPT facility credentials/authorization.
Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.

Nice To Haves

Experience in government programs.
Experience in supervising a team tasked with day-to-day claimant support.
Call Center experience.
Advanced skills in analyzing large volumes of data and manipulating data to produce desired counts, statistics, and other outputs.
Highly skilled in producing a variety of reports (type, format, etc.) that reflect an understanding of the “audience”/users of the reports.
Highly collaborative nature and comfortable coordinating across teams and with various managers, supervisors, and team members.
Comfortable working in an environment with high volume inputs, outputs, and deadlines.
Passionate about attention to detail, deadlines, and work quality.
Highly organized, able to multi-task, prioritizes tasks, and consistently and accurately performs detailed work under pressure without compromising quality.
Proactively identifies issues that impact claim review coordination and proposes alternate solutions to address issues.

Responsibilities

Act as primary supervisor for assigned staff members, to include oversight of timekeeping, narratives, corrective action, and other staff management concerns.
Oversee and direct all aspects of Amentum staff assigned to the RECA Call Center, to include supervision of Call Center activities, training new team members, and updating training materials as guidance changes.
Assist claimants with substantive questions as they relate to the filing of claims, timing of submissions, and troubleshooting issues with submission.
Assist claimants and Call Center staff with resolving discrepancies, missing information, and explanations of policies and procedures.
Perform troubleshooting for the platforms on which calls are received and databases used in reviewing claims and potential claims.
Reports directly to leadership on issues identified in Call Center activities and calls escalated for unique circumstances.
Interfaces with Federal attorney team members to identify daily team priorities and communicate expectations of priorities to team members.
Reports to the Project Manager on the performance of Call Center staff and recommendations for process improvement in associated workflows.
Tracks, compiles, and reports on Call Center activity performance metrics, and assesses Call Center staff performance against measurable standards and goals.
Determine individual team member capacity and reassign members to high priority tasks, while maintaining coverage of other team tasks.
Assign work to team in consultation with Federal Attorney Team Leads and Project Manager, and track and monitor progress, ensure work is completed and check for quality and accuracy.
Organize and maintain special project assignments.
Create, maintain, update, and improve various internal charts and graphs.
Help identify steps for, create templates for, and format, Standard Operating Procedures.
Organize and maintain example work product for various team discussions/meetings/trainings.
Track changes and update internal and external guidance and policy documents.
Coach and develop staff members to ensure optimum quality of work product.