Role Description Chronos Operations, LLC is seeking an ACE ASD Shift Supervisor to provide real-time supervisory oversight for the ACE Account Service Desk (ASD) under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role ensures ASD service levels, quality standards, and resolution targets are met while coordinating bilingual coverage and serving as a key liaison between ASD agents, Tier 1 operations, and ACE stakeholders. - Provide real-time supervisory oversight of ACE Account Service Desk (ASD) agents during assigned shift. - Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours. - Ensure >=90% ASD resolution rate and >=90% quality score. - Coordinate with Tier 1 supervisors on ACE-related escalation flow. - Manage bilingual (English/Spanish) coverage for the Trade user community. - Track and report ASD metrics for monthly reporting. - Support preparation of the Monthly ASD Report. - Provide coaching and guidance to ASD agents. - Coordinate with ACE stakeholders on system changes, maintenance windows, and training. - 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. - 2+ years of IT help desk or customer support experience. - 1+ year of supervisory or team lead experience. - Experience with ACE system and trade processes. - Must be available to support rotating shift, 24x7x365 coverage required. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Requirements - Associate's degree in Business Administration, Information Technology or related field preferred. - Experience may be used in lieu of education. - Bilingual (English/Spanish) preferred. - HDI Support Center Team Lead certification. - Prior CBP or DHS supervisory experience. - Experience with ServiceNow. Benefits - Opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. - On-the-job learning experiences and formal development programs. - Positive and supportive culture encouraging team members to do their best work every day. - Well-being programs and flexibility to make daily choices for a healthy, centered, and confident life. - Focus on education, giving, skill-based volunteerism, and leadership to drive positive social impact in communities.

Role Description Schedules outpatient Imaging and Cardiopulmonary testing in a timely and efficient manner. Works with providers, clinical staff and technologists to obtain complete orders and schedule correct procedures. Verifies patient demographics and Insurance details to create Pre-Registration Encounters for all Scheduled Procedures. - Accurate and timely scheduling of Outpatient Imaging and Cardiopulmonary procedures. - Considers preparation instructions, provider request and patient preferences when selecting location date and time for the appointment. - Follows Scheduling and Insurance Guidelines. - Responsible for answering incoming phone calls, taking complete messages, prioritizing and redirecting calls appropriately. - Obtains complete orders prior to scheduling. - Works closely with clinic staff, providers and technologists to ensure demographic and insurance information is up to date, orders are accurate and diagnosis codes support medical necessity. - Creates complete and accurate Pre-Registration accounts for all scheduled appointments. - Uses scheduling request lists to make outgoing calls to patients as orders come in. - Documents contact attempts and selects appropriate dates for follow up calls. - Enters clear comments for tracking and communication with staff and providers. - Follows reminder call procedures. - Provides patients with complete preparation instructions, education, directions, and check in times. - Addresses or redirects patient questions appropriately. - Responsible for coordinating with other staff members and schedulers when out of the office to ensure scheduling activity continues seamlessly. This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job. Qualifications - Previous admitting or clerical experience preferred. - Working knowledge of medical terminology preferred. Requirements - Experience: Previous admitting or clerical experience preferred. - Education: N/A - License(s) and Certification(s): N/A Benefits - Competitive Wages & Family Benefits: - Competitive wages - Parental leave (4 weeks paid) - Housing programs - Childcare reimbursement - Comprehensive Health Benefits: - Medical - Dental - Vision - Educational Programs: - Tuition Assistance - Existing Student Loan Repayment - Specialty Certification Reimbursement - Annual Supplemental Educational Funds - Paid Time Off: - Up to five weeks in your first year of employment and continues to grow each year. - Retirement & Supplemental Insurance: - 403(b) Retirement plan with immediate matching - Life insurance - Short and long-term disability - Recreation Benefits, Wellness & More: - Up to $1,000 annual wellbeing reimbursement - Recreation discounts - Pet insurance - Pay is based upon relevant education and experience per hour. - Hourly Pay: $21.32 — $25.40 USD

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.