As a supervisor/manager, the selectee for this position will be eligible to receive a Manager Performance Incentive (MPI) provided eligibility requirements noted in agency policy are met. The MPI is an annual lump-sum incentive payment that considers agency performance, the managers individual performance, and available funding.
Serves as the Customer Service Team Manager for the Customer Service Team (AJW-L210) within the FAA Logistics Center.
Duties
Directs the work of the Customer Service Representatives and the Customer Care Center. Work usually includes a mixture of routine and complex projects/programs based on the objectives of the Logistics Center and Technical Operations. Managerial duties typically affect employees and managers in more than one organizational unit/project/program, and include planning, communicating the organizations vision and objectives, setting priorities, assigning tasks and responsibilities, monitoring and evaluating performance, coaching and developing employee capabilities, approving leave, position selections, promotions, training, awards, taking or recommending corrective/disciplinary action as appropriate, hearing and resolving grievances, as appropriate.
Defines, plans, and organizes assigned budget, staff, and other resources to accomplish objectives for more than one program. Manages budget and either reallocates resources among programs or requests additional resources, as needed. Performs critical aspects of the budget planning process, including projecting short-term and long-term future needs and justifying resource requirements. Works with the budget and the accounting staff in the field and the Logistics Center to track costs and works to resolve all issues that may arise during the recovery efforts.
Applies an advanced knowledge of the technical aspects of the work directed, an advanced knowledge of budget, human resource, and other administrative policies and procedures, and an advanced understanding of the objectives of the group. Supervises the analyses in the review and evaluation of customer service activities. These analyses are conducted to ensure proper program integration and conformance to FAA Logistics Center Policy, completeness, and adequacy of operations in meeting goals and objectives. Prepares recommendations based on such and discusses recommended course of action with the FAA Logistics Center management team.
Coordinates and directs all FAA Logistics Center responses to disasters that impact the NAS. To include oversight on disaster recovery unique tracking codes to the declared disaster; ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies; participates in teleconferences and correspondence in support of the disaster recovery efforts; keeps FAA Logistics Center higher level management updated on the recovery efforts.
Contacts are primarily within the organizational unit, major subdivision and the LOB/SO with subordinates, peers, and higher-level managers to discuss the status of projects/programs and to plan for the future. In some areas, may have frequent contact with customers, other government entities, and other external parties to interpret policies/procedures or for other project/program purposes. Has authority to make commitments for subordinate organizational units, within guidelines. Oversees the preparation of the daily FAA Logistics Center National Operations Control Center (NOCC) report that updates status of FAA Logistics Center NAS support. Provides
organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management for FAA Logistics Center organizations. Responds in a timely manner to any inquiries concerning the FAA Logistics Center. Work activities typically impact directly on project/program objectives for more than one organizational unit and for the major subdivision. Work frequently affects the major subdivisions internal and external customers.
Individual and organizational performance is typically reviewed periodically by higher-level management, usually through status reports and organizational performance measures. Has discretion to ensure the alignment of projects/programs with the tactical (short-term) objectives of the major subdivision.
