Legal Project Supervisor (Call Center)

This role will serve as a Project Supervisor (Call Center) assigned to the Radiation Exposure Compensation Act (RECA) program of the DOJ Civil Division and will work under the direction of a Project Manager, performing the following duties: Act as primary supervisor for assigned staff members, to include oversight of timekeeping, narratives, corrective action, and other staff management concerns. Oversee and direct all aspects of Amentum staff assigned to the RECA Call Center, to include supervision of Call Center activities, training new team members, and updating training materials as guidance changes. Assist claimants with substantive questions as they relate to the filing of claims, timing of submissions, and troubleshooting issues with submission. Assist claimants and Call Center staff with resolving discrepancies, missing information, and explanations of policies and procedures. Perform troubleshooting for the platforms on which calls are received and databases used in reviewing claims and potential claims. Reports directly to leadership on issues identified in Call Center activities and calls escalated for unique circumstances. Interfaces with Federal attorney team members to identify daily team priorities and communicate expectations of priorities to team members. Reports to the Project Manager on the performance of Call Center staff and recommendations for process improvement in associated workflows. Tracks, compiles, and reports on Call Center activity performance metrics, and assesses Call Center staff performance against measurable standards and goals. Determine individual team member capacity and reassign members to high priority tasks, while maintaining coverage of other team tasks. Assign work to team in consultation with Federal Attorney Team Leads and Project Manager, and track and monitor progress, ensure work is completed and check for quality and accuracy. Organize and maintain special project assignments. Create, maintain, update, and improve various internal charts and graphs. Help identify steps for, create templates for, and format, Standard Operating Procedures. Organize and maintain example work product for various team discussions/meetings/trainings. Track changes and update internal and external guidance and policy documents. Coach and develop staff members to ensure optimum quality of work product.