Workload Manager

Role Overview

• Responsible for handling nationwide DHS case assignments
• Working closely with the DHS Deputy Program Manager, the position requires daily spoken and written communication with investigative personnel, support staff, and management.
• Interact with DHS Program Manager, Deputy Program Manager Quality Assurance Officer, Investigative Training Coordinator , Review Operations Manager, Review Team Leads, Field Operations Manager, Regional Managers, Section Leads, Quality Assurance staff, reviewers, field investigators, and the customer to ensure timeliness and thoroughness of investigations.
• Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals
• Strategically distribute all DHS case work nationally to our workforce in order to maximize employee performance
• Assign all leads in Pending (PE) status within 1 business day
• Manage daily workload and assignments for Contract Field Investigators (CFI) and Contractor Investigation Technicians (CIT)
• Review monthly and quarterly CFI/CIT statistics with Deputy Program Manager to ensure acceptable performance is maintained for all staff supporting the program
• Manage all workload priorities, minimize workload and assignment inefficiencies, ensure priority ladder is being followed and identify incorrect case re-assignment practices
• Identify new processes, systems or products to enhance performance of the program
• Ability to analyze problems and develop solutions.
• Be familiar of the financial operational aspects of the program.
• Be knowledgeable with the business workload priorities, timeliness parameters, customer priorities, and the DHS Background Investigator’s Report Writing Guide.
• Assist Deputy Program Manager with case assignments, workload capacities, and Assigned Completion Date (ACD) changes in a timely manner
• Assist in times of surges or reduced case flow and general support, as required, to maintain a functional operational output
• Analyze cause and effect solutions in Program Performance
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and are to be performed in conformance with applicable company policies and procedures.
• In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from the Program Manager or authorized company representatives
• Ability to work evenings/weekends, when needed
• Other duties as assigned

Requirements

• Must possess and maintain a current favorably adjudicated T5 or T5R background investigation at all times
• Bachelor’s degree from an accredited college or university
• At least five (5) years of combined personnel security and investigative experience at the state or federal level
• Experience that demonstrates the ability to direct, execute, and control the performance of all work on the DHS BI Program with detailed knowledge of daily operations
• Ability to plan and organize work
• Ability to communicate effectively orally and in writing
• Self-starter with proven leadership ability, as well as demonstrated success working with limited supervision while coordinating activities with security, field operations, inspections, quality assurance, contracts, and other program execution functions
• Strong customer service skills with ability to critically evaluate and resolve problems
• Excellent interpersonal communication and presentation skills, including previous experience interfacing at all levels and with multiple departments virtually
• Ability to work in a fast-paced environment with short turnaround times
• Prioritize and perform functions at varying levels to ensure contract compliance
• Excellent working knowledge and understanding of DHS BI Program policies and procedures
• Has an advanced understanding and ability to apply standards, principles, theories and technical concepts of job area typically obtained through advanced education combined with experience
• Understands basic management approaches such as work scheduling, prioritizing, and process execution
• Remain flexible and receptive to policy changes, departmental changes and adjust accordingly
• Excellent time management and administrative skills with the ability to prioritize and/or reprioritize daily tasks based on the needs of the program
• Energetic and positive-minded with the ability to foster relationships with customers and all staff supporting the DHS BI Program
• Analytical and problem-solving skills with the ability to recognize patterns, trends and/or issues, identify key findings, determine conclusions and communicate all relevant information.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook and PowerPoint)
• Excellent computer skills and proven analytical skills
• U.S. Citizenship (a requirement for a federal security clearance)
• Ability to obtain and maintain a favorable U.S. Government security clearance

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits