Supervisor, Casework User Support

🔥 10 minutes ago

🌵 Arizona, District of Columbia, +3 more states – Remote

🌵 Arizona – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🏰 Missouri – Remote

💵 $72.6k - $80.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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American Red Cross

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

📦 Logistics

🤲 Charity

Healthcare • Logistics • Charity

American Red Cross is a humanitarian organization dedicated to providing relief to those in need, offering services such as disaster relief, blood donation, training in first aid and CPR, and support for military families. Their mission encompasses emergency preparedness, education, and providing assistance to individuals affected by various crises, ensuring a safe and resilient community.

📋 Description

• Serve as a System Operator to ensure timely resolution of Technical Exceptions and workforce-submitted IT Tickets related to the casework system of record • Lead and manage a team of user support staff and volunteers • Develop user support procedures, tools, and training • Hire, train, and manage user support staff, including Temporary Disaster Employees • Provide leadership, support, and direction to the Red Cross user support workforce • Develop, manage, and supervise a volunteer and collateral duty team of System Operators • Lead on-call System Operators and maintain the team roster and schedule • Coordinate with NHQ and field stakeholders on user support and issue resolution • Develop subject matter expertise on user support for financial assistance programs and Client Casework • Monitor, consolidate, and track data related to user support channels • Identify trends, project future volumes, make business decisions, and report issues to leadership • Establish mechanisms to monitor consistent and effective user support customer service outcomes • Serve as primary liaison to Regions and Disaster Relief Operations on user support issues • Identify, solve, and/or escalate case and user issues as an RC Care System Operator • Support resolution of IT tickets and RC Care Technical Exceptions • Analyze program processes and improve 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 steady-state and operational-state periods

🎯 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 • Ability to develop strategies to achieve organizational goals • Demonstrated analytical and decision-making skills for continuous program or service improvements • Intermediate proficiency with MS Office, including Word, Excel, PowerPoint, and Outlook • Familiarity with federal, state, and local employment laws • Ability to work on a team • Ability to travel up to 10% • Ability to sit at a computer terminal for an extended period • Ability to frequently lift and/or move up to 15 pounds and occasionally up to 30 pounds

🏖️ Benefits

• Medical, Dental Vision plans • Health Spending Accounts & Flexible Spending Accounts • PTO: Starting at 15 days a year; based on FLSA status and tenure • 11 paid holidays comprised of six core holidays and five floating holidays • 401K with 6% match • Paid Family Leave • Employee Assistance • Short + Long Term Disability and Insurance • Service Awards and recognition • Mentors who empower your growth along a purposeful career path • Travel up to 10% may be required