Image Review (Night Shift) Supervisor

Position Summary

The primary function of the image review supervisor is to coach and motivate image review (IR) agents as they process image review transitions for clients. The IR Night Shift supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their assignments. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching and performance feedback. Additionally he/she will be responsible for monitoring performance KPIs to ensure that we are meeting all contractual requirements and reporting on performance accordingly.

Essential Duties And Responsibilities

Staff Management

• Mentor staff and be knowledgeable in process management, client management, and be able to provide demonstrable experience accordingly. Seeks critical information and data needed to perform assigned tasks.
• Ensure all activities in operations, comply with applicable organizational requirements.
• Implement quality improvement strategies and oversee the quality of Program deliverables.
• Manage team dynamics effectively to ensure a high level of performance in both productivity and accuracy.
• Balance the needs of key stakeholders by establishing and maintaining operational objectives through sound workflow processes.
• Provide quality service by enforcing quality and customer service standards.
• Monitor employee productivity and provide constrictive feedback and coaching.
• Organize workflow and ensure employees understand their duties and delegated tasks.
• Set goals for performance and deadlines in ways that comply with company's plans and vision.
• Monitor performance and implement improvement processes in support of organizational goals.
  
  

Operations Management

• Accountable for meeting the Service Level Agreement as defined in the GAS/Client
  
  

contract.

• Evaluate quality events, incidents and possible complaints and oversee follow-up
  
  

activities in the appropriately, and in a timely manner.

• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
• Assign and monitor work; efficiently utilize resources; implement productivity standards; resolve operational problems and service levels.
• Ensure that all processes contributing to the overall organizational performance are conducted in accordance with organizational guidelines and other regulations.
• Organize workflow and ensure employees understand their duties and delegated tasks.
• Maintain operational and organizational policies and procedures to maximize output and adherence to organizational and legislative rules, regulations, and requirements.
• Monitor, manage and improve the efficiency of the Program requirements by collaborating with support services such as IT, HR, Client Services and Finance.
  
  

Minimum Qualifications (Knowledge, Skills, And Abilities)

• Proven work experience as a supervisor or a team lead.
• PC literacy and experience with MS Office applications, in particular MS Excel.
• Excellent organizational and time-management skills.
• Teamwork skills
  
  

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sit for long periods of time.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities required by the job include close vision, and the ability to adjust focus.
• The noise level in the work environment is usually minimal. Note
  
  

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.