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

Role Description Own Up, a part of Experian, is a mission-driven financial technology company dedicated to making homeownership more accessible and affordable. The Home Advisor handles high-volume customer interactions to produce qualified leads for lending partners. You will focus on delivering customer experiences while meeting performance goals across call volume, conversion, and quality. - Manage a high volume of inbound and outbound calls to produce qualified leads - Engage with customers by phone, email, and text to answer inquiries and guide next steps - Deliver a positive, professional customer experience balancing speed and quality - Follow structured call flows and best practices to support pre-approval conversations - Partner with our teams to support lead submissions and program execution - Communicate with real estate agents to coordinate and support customer needs - Meet performance metrics, including call volume, contact rate, and conversion Qualifications - 1+ years of experience in mortgage, lending, or financial services with a focus on sales, lead generation, and conversion in a high-volume call center environment - NMLO licensing, or demonstrate the willingness to obtain certification within 6 months of hire Requirements - Availability to work weekend shifts (Saturday: 9:00 AM EST - 8:00 PM EST and Sunday 9:00 AM EST – 7:00 PM EST) - Flexibility to work shorter shifts during weekdays (Monday–Friday), including split and full shifts, 40 hours per week - Willingness to support a schedule in consideration of high-volume contact center operations, including peak coverage times Benefits - Great compensation package including uncapped commission - Core benefits including medical, dental, vision, and matching 401K - Flexible work environment, ability to work remote, hybrid or in-office - Flexible time off including volunteer time off, vacation, sick and 12-paid holidays