Case Resolution Supervisor

TEK Systems; Jacksonville (FL); On-site; USD 55,000 - 72,000; Full time

Job summary

TEKsystems in Jacksonville seeks a Case Resolution Supervisor to oversee Case Resolution Associates, ensuring timely and accurate handling of contractor and client inquiries. You will partner with field offices and the Time and Expense teams to deliver a world-class customer experience.

Responsibilities include supervising staff, auditing case resolutions for data integrity, and driving UI and process improvements.

Qualifications

• Strong leadership and people management capabilities.
• Excellent communication across teams and stakeholders.
• Experience applying process improvements to operations.
• Understanding of policies and HR practices in a corporate setting.
• Strong analytical thinking and problem solving.
• Ability to guide teams through complex decisions and crises.

Responsibilities

• Oversee completion of cases submitted to the Center through the tool by their aligned markets.
• Audit the resolution of cases to ensure data integrity and report findings weekly.
• Solicit feedback on UI/design and drive continuous process improvements with the development team.
• Serve as escalation point for complex inquiries, issues in case processing, and time delays.
• Recruit, interview, hire, counsel and onboard onboarding personnel for their team.
• Manage and lead Associate team for the given region with accountability for performance.

Skills

People leadership

Team coaching

Process improvement

Policy implementation

Communication

Data analysis

HR policies

Job description

Overview

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. 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 and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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

• 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.

Compensation:

$55k-72k, with 5k annual bonus potential (paid quarterly)

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

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. To view the EEO is the law posterclick here. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [e-mail].

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.