Job Details

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 AIS's 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 OLE's call center, which supports the Alaska Region's 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 (Feb–Nov): 06:00–00:00 AK time, 7 days/week, two staff on duty during normal business hours.
• Crab Rationalization Season (Nov–Mar): 06:00–00:00 AK time, Monday–Friday, 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:

• Associate's 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 coverage—including during the busy IFQ and crab seasons—they 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.

• 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 at ...@aisobservers.com or 508-###-####.