What are the responsibilities and job description for the Case Resolution Supervisor-Jacksonville position at TEK Systems?
Overview
About TEKsystems and TEKsystems Global Services Financial Reporting Manager
We’re TEKsystems. We accelerate business transformation for our customers. We bring real-world expertise to solve complex technology, business and talent challenges—across the globe. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change. We’re building tomorrow by delivering business outcomes and driving positive impacts in our global communities. TEKsystems is an Allegis Group company.
Job Summary
The Case Resolution Supervisor provides direct supervision and oversight to Case Resolution Associates to manage the timely and efficient resolution of cases received as part of the center operations for their assigned OpCo. This role works with the CRA team to resolve more complex contractor and client related inquiries and issues escalated by the Associates and field partners. The CRS is a partner to the field offices and the Time and Expense team to ensure a world class customer experience by responding to trends of their markets delivered by the Connected/Cases platform.
Responsibilities
Key Responsibilities
Process oversight • Oversee completion of cases submitted to the Center through the tool by their aligned markets.• Achieve excellence in operations through auditing the resolution of cases, reviewing daily/weekly reporting, and confirming data integrity.• Solicit feedback in the UI/design and drive continuous process improvement focused on efficient updating, tagging, and service through the tool and deliver to development team.• Serve as an escalation point for complex inquiries, issues in case processing, adjustments, cash advances, time delays, etc.
Internal recruiting • Recruit, interview, hire, counsel and terminate onboarding personnel on their assigned team.• Ensure the consistency, quality, and timeliness of cases process. Coaching and development • Coach and supervise Case Resolution team; hold resources accountable for job function through assessing areas of strength and improvement.• Responsible for continued education and development of CRA team, including regular performance assessment and goal setting.• Maintain and provide validation of the content in the knowledge books on a regular basis.• Partner with floor trainer(s) to reflect updates to the knowledge book and other supporting material.• Manage and lead Associate team for the given region; hold resources accountable for job function through assessing areas of strength and improvement.
Reporting and communications • Manage and enforce policies and procedures for Center operations.• Review and deliver relevant regional reports to Manager.• Develop and build strong stakeholder relationships in critical functions across the organization where collaboration is essential for success.• Manage communications on complex issues with account manager/recruiter throughout the process.
Management/Leadership• Executes supervisory responsibilities in accordance with the organization's policies and applicable laws.• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications
Compentencies
• Strong problem solving and analyticalskills.• Relationship management experience with customer focus.• Capability of working in a team-oriented environment that is fair, open and honest.• Thorough knowledge of business policies and human resource practices.• Excellent leadership and interpersonalskills.• Excellent written/oral communication and interpersonalskills.• Strong decision-making ability; is looked to for direction in a crisis.• Ability to initiate action in order to accomplish goals or develop self without explicit instructions.• Integrity and ability to maintain confidentiality and personal credibility.• Ability to maintain professional relationships with internal and external customers.• Ability to tackle complex issues and develop innovative, practicalsolutions.• Understanding of the Allegis organization; context, complexity, dynamics, key issues and drivers.• Understanding how information impactsthe operating company and how data will be used tosupport operating company decisions.• Action and detail oriented; able to prioritize while handling multiple tasks.
Qualifications
• A Sr. Associate or equivalent and/or have leadership experience.
Personal Attributes
• Natural Team Player• Tactful & Diplomatic • Honest & Open• Self-starter/Initiator• Critical thinker• Flexible• Self-Aware• Resilient/Composed
