Deputy Operations & Quality Control Manager

Overview Deputy Operations & Quality Control Manager Remote Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC is seeking a Deputy Operations and Quality Control Manager to provide day to day operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a large scale, multi site service desk operating and quality control across Ashburn, VA; Orlando, FL; and San Antonio, TX and works closely with the Program Manager to ensure consistent performance, staffing coverage, and service quality across all locations. Responsibilities Serve as the day-to-day operations manager for TSD operations across all sites (Ashburn, VA; Orlando, FL; San Antonio, TX). Develop and maintain the Quality Control SOP detailing processes and procedures for implementing and maintaining high-quality services. Conduct quality monitoring and managing of calls, chats, emails, self-service tickets, and major incidents, adjusting staffing and assignments to mitigate impact of volume spikes and/or staffing shortages. Ensure supervisory coverage on all shifts and at each associated location. Identify and report operational events (spikes in volume and/or wait times) to Government in a timely manner. Provide after-action reports identifying root cause, actions taken to mitigate, and plans for improvement after each operational event. Ensure work performed by contract personnel complies with existing CBP TSD processes and procedures. Support preparation and delivery of daily CIO Reports, daily metrics briefings, and weekly performance reports. Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution. Track and report quality scores against the >=90% AQL target. Support the Program Manager in all program management functions. Manage onboarding and offboarding of contract staff per CBP policies.. Other duties as assigned. Qualifications High school diploma or GED equivalent Minimum 3 years of IT service desk supervisory experience of atleast 25 staff. Minimum 3 years of experience performing quality control duties in the field. Must be available to support on-call duties, as needed, in response to operational requirements. U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Preferred Qualifications: Bachelor’s degree in Business Administration, Information Technology or related field preferred. ITIL v4 Foundation certification. HDI Support Center Manager certification or HDI Quality Assurance Reviewer or similar certification Experience with 24x7 service desk operations. Prior CBP or DHS experience. Experience with ServiceNow and Amazon Connect. Six Sigma or Lean process improvement experience Experience with contact center quality monitoring tools and methodologies. Experience managing remote/hybrid workforce. Knowledge, Skills and Abilities: Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect. Ability to support on-call requirements as needed. In-depth knowledge of service desk best practices. Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. Strong written and verbal communication skills for technical documentation and stakeholder coordination. Excellent communication, leadership, and project management skills. Ability to work effectively in cross-functional teams and under senior analyst guidance. Ability to meet minimum clearance requirements. Ability to work nights, weekends, and holidays as required. Ability to travel 10%.. How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega’s impact on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - www.chenegamios.com Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm LinkedIn - https://www.linkedin.com/company/1472684/ Facebook - https://www.facebook.com/chenegamios/ Teleworking Permitted? Yes Teleworking Details 100% remote