Call Center Supervisor - On-Site

RCG is a growing federal contracting company and certified as a Great Place to Work. We are looking for strongly qualified people to join our team. Currently, we are seeking a Call Center Supervisor to support a current proposal effort. This position will serve as the primary point of contact for the Government on all aspects of contract performance. This is an in-person, on-site role in Anchorage, AK, working from our company facility.

Please note: all candidates must be a U.S. Citizen or Permanent Resident and be able to hold a current, Public Trust.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

The Call Center Supervisor shall be directly responsible for managing the Call Center and the work of the data technicians assigned to it.

Generally, The Data Technicians Shall

• Key-enter and sight verify of all data received.
• Follow all existing procedures, guidelines, and regulations.
• Ensure the quality of all data processed.
• Meet processing schedules in accordance with the established time frames.
• Maintain files of all input documents as required by local procedures.
• Request the assignment of priorities by the AKD COR when workloads become excessive.
• Inform the AKD COR of all machine malfunctions.
  
  

Responsibilities Include, But Are Not Limited To

• Oversee all aspects of contract execution.
• Interface consistently and directly with Government managers.
• Manage a Call Center providing support 5 days a week (Mon – Fri) with varying hours during fishing seasons.
• Be available on call as scheduled for emergency situations.
• Manage contract phase in/phase out
• Oversee an RCG team providing the following services:
• Receive and Process IFQ Prior Notices of Landings (PNOL’s)
• Receive and Process IFQ, Crab Rationalization and Guided Angler Fishing
• Receive and Process eLandings Customer Support Calls
• Receive and Process IFQ Transshipment Authorizations
• Receive and Process Vessel Monitoring System (VMS) Check-out Reports & Area Vessel Clearance
• Receive and Process IFQ Departure Reports
• Receive and Process Daily Cumulative Production Logs, Daily and Charter Fishing Logs
• Receive and Process Product Transfer Reports
• Receive and Process Vessel Activity Reports
• Facilitation of Enforcement
• Receive and Process Foreign Fisheries Data
• Creation of Enforcement Reports
• Training
  

Further details on these tasks will be provided during the interview phase. A team of technicians is currently providing these services in Anchorage.

Clearance

• Ability to obtain a Public Trust is required.
  
  

Basic Qualifications - Required Experience, Skills

• At least four (4) years of relevant experience managing Federal IT services contracts.
• At least four (4) years of supervisory experience
• At least five (5) years of Call Center or Help Desk experience.
• Valid State-issued Driver License with a clean driving record – Required to operate Government Vehicles
• Exceptional written and verbal communication skills in the English language
• Excellent organizational skills
• Must be able to handle a high-stress environment
• Must live within commuting distance of Anchorage, AK.
  
  

Desired Experience, Skills, Knowledge

• Associates degree or higher
• Project Management Professional (PMP) is desired but not required.
• Knowledge of the commercial fishing industry is preferred.
  
  

Physical Demands: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.