Supervisor, Casework User Support

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Act as a System Operator to ensure the prompt resolution of Technical Exceptions and IT Tickets submitted by the workforce related to the casework system of record.

• Oversee and guide a team of user support staff and volunteers.

• Create user support procedures, tools, and training materials.

• Recruit, train, and manage user support personnel, including Temporary Disaster Employees.

• Provide leadership, assistance, and guidance to the Red Cross user support team.

• Develop, manage, and supervise a team of System Operators, including volunteers and those with collateral duties.

• Lead on-call System Operators and maintain the schedule and roster for the team.

• Collaborate with NHQ and field stakeholders on user support and issue resolution.

• Cultivate subject matter expertise in user support for financial assistance programs and Client Casework.

• Monitor, consolidate, and track data concerning user support channels.

• Identify trends, forecast future volumes, make business decisions, and report issues to leadership.

• Establish mechanisms to ensure consistent and effective user support customer service outcomes.

• Serve as the primary liaison to Regions and Disaster Relief Operations regarding user support issues.

• Identify, resolve, and/or escalate case and user issues in the capacity of an RC Care System Operator.

• Assist in resolving IT tickets and RC Care Technical Exceptions.

• Analyze program processes and enhance the use of RC Care and other tools for case processing and financial assistance delivery.

• Participate in overnight and weekend on-call rotations approximately one week per month.

• Direct daily operations of the work unit during both steady-state and operational-state periods.

⛳️ Requirements

• Bachelor's degree is required.

• A minimum of 3 years of related experience or an equivalent combination of education and experience is required.

• At least 1 year of lead or supervisory experience.

• Exceptional interpersonal, verbal, and written communication skills.

• Capability to develop strategies to meet organizational goals.

• Proven analytical and decision-making skills for ongoing program or service enhancements.

• Intermediate proficiency in MS Office, including Word, Excel, PowerPoint, and Outlook.

• Knowledge of federal, state, and local employment laws.

• Ability to collaborate effectively within a team.

• Willingness to travel up to 10% of the time.

• Ability to sit at a computer terminal for extended periods.

• Capacity to frequently lift and/or move up to 15 pounds and occasionally up to 30 pounds.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Health Spending Accounts & Flexible Spending Accounts.

• PTO: Starting at 15 days per year; determined by FLSA status and tenure.

• 11 paid holidays, including six core holidays and five floating holidays.

• 401K plan with a 6% match.

• Paid Family Leave.

• Employee Assistance programs.

• Short and Long Term Disability and Insurance.

• Service Awards and recognition programs.

• Mentorship opportunities to support your growth along a meaningful career path.

• Travel up to 10% may be required.