Project Manager - Call Center Operations

A.I.S. Inc. (AIS)is a national scientific services firm supporting maritime activities requiring certification of compliance with environmental regulations as well as collecting data for use by Federal State Municipal and other government agencies along the US coastline. AIS is looking for a Project Manager for an upcoming project we are looking to bid on. The manager will be responsible for overseeing AISs operations in support of NMFS Office of Law Enforcement (OLE) Call Center.

Primary Function:

The Manager will plan execute and ensure all tasks are completed on time within budget and to the satisfaction of the customer and AIS leadership. The Manager will supervise a team of data technicians supporting OLEs call center which supports the Alaska Regions electronic reporting programs for Individual Fishing Quota (IFQ) Charter Halibut and Crab Rationalization fisheries. The manager will supervise daily operations coordinate staffing/scheduling and ensure timely professional responses to industry inquiries while overseeing all contract deliverables.

Responsibilities/Duties:

• Serve as the primary point of contact for the government customers and other stakeholders.
• Oversee daily operations of the call center ensuring full staffing coverage 18 hours/day 7 days/week year-round including holidays (except for designated Recognized Holidays).
• Coordinate and adjust technician work schedules to meet seasonal demands including:
  • IFQ/Charter Halibut Season (FebNov): 06:0000:00 AK time 7 days/week two staff on duty during normal business hours.
  • Crab Rationalization Season (NovMar): 06:0000:00 AK time MondayFriday with a reduced coverage of at least one 4-hour shift daily.
• Assign and manage shifts to ensure that at least one technician is always on duty and dedicated exclusively to NOAA data technician functions.
• Provide direct supervision task delegation and guidance to data technicians responsible for call intake logbook issuance data entry and records maintenance.
• Ensure all activities adhere to data confidentiality requirements under the Magnuson-Stevens Act and other applicable policies.
• Coordinate staff onboarding provide training and monitor performance for accuracy timeliness and professionalism.
• Maintain shift overlap during the IFQ season to support seamless data hand-off between outgoing and incoming staff.
• Address real-time staffing challenges and adjust coverage to accommodate fluctuations in call and logbook volumes.
• Act as the primary point of contact for the NOAA supervisor and ensure contract performance meets or exceeds expectations.

Compensation:Candidates will be paid a salary to be negotiated and total compensation will vary depending on candidates depth of experience.AIS benefits package for full time positions includes health and dental insurance vacation sick and holiday benefits.

Minimum Qualifications:

• Associates degree or equivalent experience in business natural sciences or a related field.
• Two or more years of supervisory or lead experience in a customer service technical support or data entry setting.
• Strong organizational and multitasking skills.
• Ability to manage rotating and variable shift schedules and staff availability.
• Excellent communication skills both verbal and written.
• Proficiency with office software (e.g. Microsoft Office Google Workspace).

Preferred Qualifications:

• Prior experience working with or supporting NOAA Fisheries programs.
• Familiarity with Alaska commercial fisheries especially IFQ and Crab Rationalization.
• Experience in federal contracting or supporting government projects.
• Understanding of data confidentiality regulations and protocols.

Travel:

• Travel to NOAA offices within Anchorage as needed.

Location:

• Anchorage AK

Schedule:

Applicants will be assigned to a set schedule; however due to the dynamic nature of the fisheries and the need for year-round seven-day-a-week coverageincluding during the busy IFQ and crab seasonsthey may occasionally be asked to work alternative shifts. The call center operates daily from 6:00 AM to midnight Alaska time and coverage must be maintained throughout the year. Flexibility and a willingness to adapt to changing schedules are essential especially during peak fishing periods when shift overlap and extended hours may be required.

Contact:

If you would like to apply for this exciting new opening please click the following link Careers Pageto submit the required information:

• Resume
• Cover letter detailing relevant experience.
• 3 professional references (name email address and phone number)
  
  

All documents must be submitted for your application to be considered. If you have any questions pertaining to this opening please feel free to contact the Talent Acquisition Team ator .

An Equal Opportunity Employer

It is the policy of A.I.S. to recruit hire train promote transfer and compensate our employees and provide all other conditions of employment including Company sponsored events without regard to race color creed religion national origin age sex gender identity genetic information marital status lawful alien status sexual orientation physical or mental disability citizenship status veteran status or any other status protected by applicable law.

Must be able to work in the U.S. VEVRAA Federal Contractor Request Priority Protected Veteran Referrals Equal Opportunity Employer