Summary

The Team Lead is responsible for the supervision, support and productivity of their team personnel, to include contract performance in accordance with Performance Work Statements (PWSs) and Statements of Work (SOWs). A successful Team Lead must follow ADC LTD NM and PSID policies and procedures and meet the following expectations:

Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation

• Model ADC LTD NM’s core values, policies and procedures and ensure that the same are supported at all times.
• Maintain appropriate staffing levels within the contract team with assistance from their supervisor lead and the investigations director.
• Regularly monitor and analyze each team member’s strengths and challenges to properly support them and maintain full production, timeliness and quality.
  • Foster a positive, team-oriented environment.
  • Set realistic goals and encourage productivity and performance as a team and individually.
  • Participate in recognition programs to acknowledge personnel’s successes and maintain morale.
• Monitor and analyze each queue to increase or reduce volumes based on the needs of personnel, the contract team and the customer.
• Implement and coordinate process and procedures for the distribution and completion of quality control reviews for investigations based on contractual requirements.
• Coordinate contract team meetings and other communications to discuss volumes, timeframes, prioritization, distribution, changes to investigative standards, changes to investigative forms and templates, positive and negative quality trends, and customer feedback.
• Participate in meetings with their supervisor and other PSID management personnel to report and discuss updates, issues, productivity, quality, performance, morale, and best practices.
  • Regularly report contract team information to their supervisor and/or other PSID management personnel.
• Monitor each team member’s case notes for accuracy and timeliness.
• Monitor the closed case transmission process to ensure cases are successfully transmitted daily to the customer.
• Conduct queue and quality spot checks and report the results to their supervisor, the PSID intake operations manager and PSID quality operations manager.
• Plan, implement and coordinate training for new team personnel and request training with the assistance of the PSID quality program lead, PSID director and the ADC LTD NM Training Department.
• Maintain a working knowledge of Roadrunner.
• Quickly troubleshoot issues as they arise.
• Develop and maintain professional, courteous, and cooperative working relationships with all ADC LTD NM employees, vendors and contractors.
• Assist with projects and process improvement at the direction of their supervisor.
• Coordinate with PSID and ADC LTD NM personnel as necessary.
• Perform all other duties as assigned.

Performance Metrics

• Subject to incoming case volumes:
  • All team members to close a minimum of 18 allotted hours per day.

• Team to close no more than 8% of all cases late.
• Fewer than 2% of all cases closed by team contain significant adjudicative deficiencies.

Education, Experience and Skills

• Proven leadership/mentorship skills; ability to maintain a high level of professional demeanor.
  • Management experience preferred.
• Familiarity with Microsoft Excel and computer databases.
  • Proficiency in common workplace hardware and software.
• Excellent organization and prioritization skills.
• Strong analytical skills and detail-oriented.
• Strong verbal and written communication skills.
  • Highly technical writing, proofreading, and editing skills.
  • Strong customer service and interpersonal skills.
• Extensive knowledge of ADC LTD NM contracts and contractual requirements.
  • Thorough understanding of investigative standards, including the investigative tiers, issue resolution and adjudication.
  • Thorough understanding of ADC LTD NM investigative process and procedures.
  • Familiarity with federal and ADC LTD NM security standards.

Supervisory Responsibilities

This position is responsible for the oversight and management of contract assistant and investigation analysts, and responsible for maintaining a positive work environment. The Supervisor is responsible for managing employee workflow, training new hires, managing team’s schedules, reporting to HR and senior management, evaluating performance and providing feedback, identifying and applying career advancement opportunities to the entire team and helping to resolve issues and disputes in accordance with ADC LTD NM policies and procedures. The Supervisor is also responsible for implementing and upholding ADC’s Equal Employment Opportunity and Affirmative Action Plan policies. The Supervisor must live within commuting distance of and be readily available to work out of the ADC LTD NM corporate headquarters in Albuquerque, New Mexico.

Work Authorization/Security Clearance

Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position. 

Position Type/Expected Hours of Work

This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MT and 6:00 p.m. MT. Evening and weekend shifts may be required. Exceptions may be made with approval.

Work Environment & Physical Demands

While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.

Probation

Six-month probation at start of initial employment and/or when position is new for the employee. 

Travel

Some travel may be required.

Benefits

Full benefit package as outlined per ADC policies and procedures.

ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.