Supervisor

Company: CGI
Location: Harper Woods
Posted on: April 1, 2026

Job Description:

Position Description: Under the direction of the Site PSM, Government Client Leadership or designate, lead a team involved in all phases of passport processing, customer service and PRISM functions. Includes planning, directing and coordination of the daily activities of mail open, cashier, image capture, image review, data entry, bookprint, quality control, customer service functions such as searches, re-writes, re-issues, re-mails and all PRISM functions. Assure sufficient inventory of passports and other supplies are on hand to meet current and anticipated demand. Your future duties and responsibilities: The Section Leader leads and manages a team of Support Associates. Responsibilities include setting work priorities and ensuring a smooth transition of work between the various teams. If requested by Government management, ensure that a sufficient inventory of Passports and other supplies are on hand to meet current and anticipated demand. The Section Leader serves as a Subject Matter Expert (SME) in critical roles and frequently liaises with onsite Government Management. Critical roles such as, Passport services’ processing work functions (mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM), customer service, fraud, cashier, passport product control, and supervise at any level within the Agency/Center. Anticipated tasks include, but are not limited to, the following: • Plan, direct, and coordinate the daily activities of mail open, cashier, image capture, image review, data entry, book print/card print, quality control and PRISM. Plan and follow established procedures and methods to meet changing processing requirements • Provide regular operational feedback, management meetings, status updates, attendance reporting, training records, and other production activity reporting • Perform workload management in all Passport task areas to include, Mail Open, LB/Scanning, Image Review, Book Print, Quality Control, Mail Out, PRISM or Customer Service • Notify the Passport Support Manager of any problems or issues with staff adherence to procedures, any internal controls violations • Monitor workload and make recommendations to the Government on how to divide work among support staff • Monitor contractor personnel performance and ensure that work is performed in accordance with performance standards, established procedures, and internal controls • Assist with prioritizing will calls, expedites, and routine work • Assist in training contract personnel in their duties and tasks, helping to constantly improve the training process/procedure • Make recommendations to the Government to improve processes and assist with problem solving and continuous improvement • Maintain flexibility to meet organizational production and service goals, as required by the workload, and per the direction of the Government • Maintain control and oversight of blank Passport books/cards and other accountable items • In the event that the Passport Support Manager is absent for any reason, for a period no longer than two weeks, a Section Leader may serve as Acting Passport Support Manager. Required qualifications to be successful in this role: • Good oral and written communication skills • Ability to prioritize workload for small teams and possess good organizational skills • Ability to effectively and politely interface with the public and provide excellent customer service • Ability to analyze, interpret, and apply regulatory material and internal controls • Bachelor’s Degree (or) 4 years of experience as a Support Associate Level II or III (or) 4 years of experience in managing teams, and; • Six (6) years of general office experience, including; • Two (2) years of supervisory experience, including; • Four (4) years of experience utilizing a variety of office software, specifically: MS Word, MS Power Point, MS Excel, and MS Outlook, and; • Demonstrated customer service experience, and; • Demonstrated ability to lead, manage, assign, delegate, prioritize, and organize workflow duties of a team. Due to the nature of the government contracts this position requires US Citizenship. CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $40,800.00 - $81,500. CGI Federal's benefits are offered to eligible professionals on their first day of employment to include: Competitive compensation Comprehensive insurance options Matching contributions through the 401(k) plan and the share purchase plan Paid time off for vacation, holidays, and sick time Paid parental leave Learning opportunities and tuition assistance Wellness and Well-being programs PassportUS CGIFederalJob Skills: Customer Service & Support Data Entry Detail-oriented What you can expect from us: Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Keywords: CGI, Detroit , Supervisor, Customer Service & Call Center , Harper Woods, Michigan