Supervisor, Transmission Services

Job Category: Information Technology/TransmissionGeneral Responsibilities: The Transmission Supervisor will lead a team of 4 to 6 Transmissions Analysts administrators who will provide the organization with daily set-up, monitoring, and maintenance of file movement between MoneyGram and its client/partners. This position will also lead the effort to reduce the time to implement new set-ups, and ensure company IT policies/practices are communicated and enforced. A certain level of administration functions will be expected which include, but not limited to, task assignments, time tracking, SLA metrics, and other quality metrics.The Transmission Supervisor is expected to be the subject matter expert and available for consultation. Act as a liaison between Sales, Customer Service, Production Services, Technical Support Center and Electronic Services during planning sessions, customer/external audits, technology seminars, and enterprise file transfer methodologies.Specific Responsibilities Include:
Assigning personnel to various tasks and directing their activities.
Providing day-to-day work direction, coaching and mentoring to direct reports on regular basis.
Providing ongoing coaching, mentoring and development.
Ensuring all applicable policies, procedures and standards are followed.
Maintaining schedules (i.e. vacation) for employees.
Providing timely, constructive and defensible verbal and written performance feedback on an ongoing basisEnsuring a trained and skillful team.
Coordinating ongoing staff training and development programs in an effort to improve staff retention, group effectiveness, and overall staff morale.
Keeping technicians apprised of pertinent ITSG and general business information.
Fostering a work climate that supports high performance and teamwork.
Driving the interviewing and selection process to hire skilled employees.
Updating and maintaining job descriptions for all positions within the department.
Administration and status
Maintain list of task assignments and status of tasks
Maintain historical metrics on meeting SLAs, average time of completion, etc.
Suggest and improve on current metrics.Transmission Analyst Duties
Provide electronic transmission/data transfer technical consultation support services for internal and external customers.
Assist in the requirements gathering process and completion of client questionnaires with internal and external customers. Setup new customers ensuring they are thoroughly tested before going live.
Analyze customer requirements, identify and implement solutions including direct methods, third party vendor or other means for electronic interfaces. Create and communicate transmission documentation, client documentation, implementation plans and escalation procedures
Monitor and analyze the performance of production transmissions, recommend, develop and implement improvementsAfter hours on-call support duties on a rotational basis with other team members.
Assist Production Control and Electronic Services as second level production support in troubleshooting issues related to electronic transmissions,.
REQUIREMENTS
Skills and Experience Required: Education: BA/BS
Years of Experience: 5-7
Experience and training can substitute for formal education requirements
Minimum 5 years experience with IT systems and data transmission methodologies on a variety of hardware and software packages dealing with electronic mailbox packages (MessageWay, ConnectMailbox, Tumbleweed, ect.).
Minimum 2 years experience at a supervisor level
Proficient experience in PC skills (Access, Excel, Word, FoxPro, ProComm, Zip).
Experience and proficiency in Synchronous Telecommunications Protocols and Internet Protocol (FTP).
Effective oral, written, interpersonal communication skills.
Proven analytical and organizational skills.
Ability to keep focus on priorities, and readjust priorities as needed.