Mailroom / Staff Augmentation Supervisor

Summary

The Mailroom / Staff Augmentation Supervisor is responsible for coordinating and managing onsite staff to ensure mailroom and staff augmentation services are delivered efficiently and in accordance with contractual service levels. This role provides day-to-day leadership, oversees workflow and performance, partners closely with client supervisors, and ensures accurate and timely delivery of materials. The Supervisor also supports hiring, training, and performance management while maintaining strong operational oversight.

Your role in our mission

Essential Job Functions

• Assists less experienced service center representatives resolve complex customer questions.
• Researches complex customer inquiries and responds to appropriate parties in a timely manner.
• Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.
• Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.
• Interfaces with team members, management, and customers in reference to customer service issues.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
• Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.
• Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases transfers and terminations to manager.

What we're looking for

• Experience in a mailroom, data entry, or similar operational environment
• Prior supervisory or team leadership experience
• Strong organizational, problem-solving, and decision-making skills
• Clear and professional written and verbal communication skills
• Knowledge of SoonerCare (preferred) and experience working with standard office technology

Preferred Qualifications

• Experience supervising mailroom or staff augmentation teams
• Bachelor’s degree in business management or a related field, or an equivalent combination of education and experience

What you should expect in this role

• Onsite position in an office environment
• Work hours may vary based on operational needs and client requirements; schedules may include mailroom hours (approximately 6:30 AM–3:30 PM) and workflow hours (approximately 8:00 AM–5:00 PM)
• Hands-on, operational role with daily interaction with staff and client stakeholders
• Responsibilities may include additional duties as required by the client or management team

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