Role Description Chronos Operations, LLC is seeking a Tier 2 Shift Supervisor to provide real-time supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents. - Provide real-time supervisory oversight of Tier II Advanced Support agents during assigned shift. - Monitor ticket queue processing times to ensure >=90% of tickets resolved or escalated within 4 hours. - Monitor service level to ensure >=80% of transferred calls/chats answered within 60 seconds. - Ensure >=90% Tier II resolution rate. - Track and ensure >=90% quality score on reviewed interactions. - Coordinate with Tier 1 supervisors on escalation flow and warm transfers. - Escalate complex issues to next-level support teams and third-party vendors. - Provide real-time coaching and technical guidance to Tier II agents. - Report operational status and staffing issues to Operations Manager. - Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. - Other duties as assigned. Qualifications - High school diploma or equivalent. - 3+ years of IT help desk or technical support experience. - 1+ year of supervisory or team lead experience. - Strong technical knowledge of Windows OS, Active Directory, VPN, email systems, and mobile devices. - Experience with VPN technologies, remote access tools, and PIV/smart card authentication. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must pass CBP Background Investigation (BI). Requirements - Bachelor’s degree in Business Administration, Information Technology or related field preferred. - Experience may be used in lieu of education. - HDI Support Center Team Lead certification. - ITIL Foundation certification. - CompTIA A+, Network+, or Security+ certification. - Experience with ServiceNow and Amazon Connect. - Prior CBP or DHS Tier II supervisory experience. Benefits - Opportunities for professional development and career growth. - Well-being programs and a supportive culture. - Flexibility to make daily choices for health and well-being. - Corporate citizenship initiatives focused on education, giving, and volunteerism.

Role Description Chronos Operations, LLC is seeking a Tier 1 Shift Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on-shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. - Provide real-time supervisory oversight of Tier 1 agents during assigned shift. - Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met. - Ensure >=80% of calls/chats are answered within 60 seconds (Service Level AQL). - Ensure >=90% email and self-service ticket processing within a 12-hour period. - Monitor and drive First Contact Resolution (FCR) towards >=80% target. - Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP. - Serve as on-shift liaison between Tier 1 agents and TSD leadership. - Participate in major incident management, ensuring timely escalation to the Enterprise Operations Center (EOC). - Monitor and manage Sensitive VIP customer escalations. - Support development and deployment of alert messages for outages and known issues. - Provide real-time coaching and guidance to agents on call handling, troubleshooting, and documentation. - Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location. - Other duties as assigned. Qualifications - High school diploma or equivalent. - 2+ years of IT help desk or service desk experience. - 1+ year of supervisory or team lead experience in a contact center environment. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Requirements - Bachelor’s degree in Business Administration, Information Technology, or related field preferred. - Experience may be used in lieu of education. - HDI Support Center Team Lead or similar certification. - ITIL Foundation certification. - Experience with ServiceNow and Amazon Connect. - Prior CBP or federal government help desk experience. - Bilingual (English/Spanish) preferred. Benefits - Opportunities for professional development and skill sharpening. - Supportive culture that encourages team members to do their best work. - Well-being programs to maintain a healthy and centered lifestyle. - Focus on corporate citizenship and positive social impact in communities.

• Provide a monthly care management conversation through outbound phone calls to assigned patients to address their healthcare needs. • Communicate resources and services available to patients through the continuum of care. • Identify patient-specific problems, goals, and interventions designed to meet the patient’s individual needs through action-oriented and time-specific goals. • Maintain chart compliance and proper documentation, including but not limited to medical history, medication, immunizations, allergies, surgical history, and family history. • Demonstrate awareness of a patient’s circumstances that may necessitate revisions to care plans, goals, and preferences while being aware of barriers to care and services. • Provide appropriate health education. • Escalate patient concerns to the triage nurse team.

• Inbound call management and patient engagement • Responding promptly to all incoming patient inquiries via phone, email, or live chat • Outbound calls to patients as needed • Assist in triaging a patient’s clinical issues and connecting patients with a member of the Triage Nurse team promptly • Review and handle other patient-centered ancillary tasks including reviewing and transcribing medical records, addressing and sourcing additional patient resources, and resolving urgent patient account matters • Support the Provider Relations Specialists team as needed with patient and provider communication • Assist the Triage Nurse team and Pharmacy Technicians in obtaining necessary information for triage assistance and medication refills • Obtain and send record requests via fax, ensuring accuracy and efficiency • Timeliness in answering incoming calls and additional patient inquiries via email or live chat