Manage a team of Case Support Analysts, providing guidance, mentorship, and performance feedback.
Recruit, hire, and onboard new team members.
Develop and implement training programs to enhance the skills and knowledge of the team.
Foster a positive and inclusive team culture that promotes professional growth and development.
Oversee the daily workload and task list of the Case Support Analysts, ensuring tasks are prioritized based on customer, business, and team needs.
Ensure all team members adhere to company policies and procedures, seeking clarification or explanations when necessary.
Participate in all mandatory meetings and contribute to strategic planning and decision-making processes.
Serve as a subject matter expert on customer policies and procedures, including case coverage for all case types, issue resolution, and reporting requirements.
Provide guidance to CACI field staff regarding their responsibilities and issues raised during investigations.
Monitor team performance metrics and implement strategies to improve efficiency and effectiveness.

Bachelor’s degree in a related field; Master’s degree preferred.
Minimum of 3 years of experience in case management or a related field.
Proven experience in a leadership or management role.
In-depth knowledge of customer policies and procedures, including case coverage, issue resolution, and reporting requirements.
Strong understanding of field and review department positions and their essential functions.
Excellent communication, interpersonal, and problem-solving skills.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Commitment to ethical conduct and adherence to company policies and procedures.

Deputy Case Support Manager

Key skills