Flowery Branch, GA 30542
The Supervisor is responsible for leading employees in specific operational goals including: maintaining operational quality / efficiencies, meeting key performance indicators (KPIs) and working with support groups to provide excellent customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following (other duties may be assigned): Directly responsible for:
Managing the day to day criminal research / proofing fulfillment operations.
Queue Management - aligning resources to meet client expectations.
Establishing daily productivity and quality goals for operations. Reviewing key performance indicators and taking action to insure KPIs goals are met.
Troubleshooting operational problems such as quality issues, website issues, platform issues, etc.
Manage employee timecards, time off requests and adherence to company attendance policy.
Complete performance reviews at required intervals of 90 days and annual.
Suggest merit increases based on performance reviews.
Assist Director of Operations in hiring process through interviews, typing tests and other feedback.
Assisting the WSS Technical Writer in completing standard operating procedures, work instructions / training manuals as required.
Recommending opportunities to improve TAT and overall quality
. Training employees on proper operational standards and procedures.
Working closely with Client Services to provide an exceptional client experience
. Working closely with Vendor Management to improve the fulfillment process by investigating jurisdictional requirements and conducting quality control programs such as salting .
Monitoring of queues to insure all searches are running correctly, including conducting statistically sound quality control checks of returned results.
Managing operations to established budgetary goals.
Compiling operational reports for clients & senior management.2
Assisting in maintaining knowledge base of jurisdictional requirements and court access information.
Other duties as assigned as assigned by senior management.PERFORMANCE EXPECTATIONS: Achieve Subject Matter Expert (SME) status in specific jurisdictions.
Gain operational understanding of all WSS processes.
Manage Operations to meet TAT, quality and productivity goals.
Improve operational margins by researching, recommending and implementing efficiency improvements that will lead to operational cost reductions.
Improve client satisfaction by researching and implementing operational quality improvement programs as related to the Criminal Research.
Work closely with Client Services and Vendor Management to continuously improve operational performance and client experience.
Mentor and motivate team leads and employees.
Minimum: High school diploma or GEDPreferred:
Four-year degree from an accredited College/University.
Preferred: Two years of experience in Background Screening.Proficient in use of Microsoft Office Package
Job Location is Flowery Branch, GA
Salaried Position, Two positions available. Available shift: (1) Early Supervisors, (1) Late Supervisors
Overtime may be required as needed to meet key objectives.
The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position.
Previous leadership experience preferred.
Proficiency in Microsoft Office Suite applications.
Strong analytical problem solving skills.
Detail oriented, with good written and oral communication skills.3
Must have understanding of professional office etiquette exemplifying professionalism at all times
. Self-starter with the ability to lead projects to completion.
Determination to overcome obstacles with a positive can do approach.
Ability to maintain high quality of work.
Reliability Must be at work on time and work the schedule assigned by their manager.
Trustworthy - Ability to handle confidential information.
Must be a team player and have good interpersonal relation skills
Ability to work flexible work hours or shifts (days/evenings/weekends) if required.