Supervisor, Casework User Support

The Supervisor, Casework User Support leads a team to ensure timely resolution of technical exceptions and IT tickets related to the casework system. This role supports workforce user support, develops procedures, tools, and training, and serves as a liaison between stakeholders to maintain effective casework system functionality.

Responsibilities

• Hire, train, and manage user support staff, including Temporary Disaster Employees; provide leadership, support and direction to Red Cross user support workforce including volunteers.
• Develop, manage, and supervise a volunteer and collateral duty team of System Operators; serve as the team lead for on-call System Operators and maintain the team roster and schedule.
• Coordinate and communicate with NHQ and field stakeholders regarding user support and issue resolution.
• Develop subject matter expertise on user support for American Red Cross financial assistance programs and Client Casework.
• Monitor, consolidate, and track data related to user support channels.
• Work independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
• Establish and maintain mechanisms to monitor outcomes related to consistent and effective user support customer service.
• Serve as the primary liaison to Regions and Disaster Relief Operations on user support issues.
• Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues.
• Support resolution of IT tickets and RC Care Technical Exceptions.
• Analyze program processes to identify strategies to improve the use of the RC Care system and other tools to support case processing and financial assistance service delivery.
• Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month.

Requirements

• Bachelor's degree required.
• Minimum 3 years of related experience or equivalent combination of education and related experience required.
• 1 year of lead or supervisory experience.
• Excellent interpersonal, verbal and written communication skills.
• Develop strategies to achieve organizational goals.
• Demonstrated analytical and decision-making skills to develop creative processes for continuous program or service improvements.
• Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint and Outlook.
• Familiarity with federal, state and local employment laws.
• Ability to work on a team.
• Travel up to 10% may be required.

Skills

• Team Leadership
• User Support Management
• Casework System Support
• IT Ticket Resolution
• Process Improvement
• Strategic Planning
• Analytical Skills
• Decision Making
• Microsoft Office Suite
• Word
• Excel
• Power Point
• Outlook
• Employment Law
• Training Development
• Stakeholder Liaison

Languages

English