Back to Job Board

Deputy Site Manager ( ID # 13160 ) 

Albuquerque, NM

The Department of the Interior (DOI) Bureau of Indian Affairs (BIA) Office of Historical Trust Accounting (OHTA) currently oversees approximately 55 million surface acres of land, 57 million acres of subsurface mineral interests, and $3.6 billion in assets that are held in trust or restricted status by the Federal Government on behalf of individual American Indians, Alaska Natives, and federally recognized Indian tribes. Their mission is to plan, organize, direct, and execute the historical accounting of Individual Indian Monies (IIM) accounts.

 

We are currently looking for a Deputy Site Manager to ensure the call center/help desk end users receive a high level of service as measured by promptness, courteousness, accuracy, and completeness as well as coordinate and maintain the standard of the day-to-day activities.

 

Responsibilities:

  • Assist the Site Manager in supervising staff and work assignments
  • Coordinate with and support the client by developing staffing strategies and plans.
  • Make and adjust work assignments for staff to cover all shifts of work.
  • Maintain systems used for the tracking and distributing day to day operations.
  • Facilitate coordination with staff, clients, and other contract companies as appropriate.
  • Maintain and build positive relations with staff, co-workers and clients.
  • Prepare reports, summaries, and responses to inquiries.
  • Develop working relationships with all Cherokee Nation Businesses (CNB) departments including contracting, budget, logistics, and other pertinent staff.
  • Schedules annual review, and other staff events as needed.
  • In the absence of the Site Manager, serves as the backup in all duties.
  • Assists the Site Manager in managing call center operations
  • Ensure existing processes are followed and make recommendations to improve.
  • Coordinate training of new representatives and ensure ongoing training updates for existing staff.
  • Design and produce regular and ad hoc reports from telephone and ticketing systems; ensure Standard Operating Procedures (SOP) are communicated to staff and that all requirements are met and exceeded.
  • Implement quality measurement processes and coach representatives based on center’s metrics.

 

Qualifications:

  • A bachelor’s degree is strongly desired; a High School Diploma is a must
  • Have a minimum of 3 years’ experience supervising employees and at least 3 years’ experience working in a call center/help desk environment
  • Work experience with creating, modifying, and producing reports utilizing a call center/help desk management tool, such as HP Service Manager®
  • Working knowledge of office automation tools, including Microsoft® Office Automation Suite
  • Have strong interpersonal, communication, analytical and problem solving skills.
  • Working experience with American Indian Trust programs and systems is a plus
  • Have an active low level clearance or have the ability to obtain one

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

 

The Contractor agrees to give preference to Indians who can perform the work required regardless of age (subject to existing laws and regulations), sex, religion, or tribal affiliation for training and employment opportunities under this contract and, to the extent feasible consistent with the efficient performance of this contract, training and employment preferences and opportunities shall be provided to Indians regardless of age (subject to existing laws and regulations), sex, religion, or tribal affiliation who are not fully qualified to perform under this contract.

 

Apply online at www.cherokee-cnt.com

 

Cherokee Nation System Solutions provides a complete line of innovative services, consulting and products to government agencies, including application modernization, data utilization and advanced analytics, geospatial, GIS and remote sensing, information technology infrastructure, program professional services and scientific and research capabilities. CNSS offers an extensive selection of quality services and products at competitive prices. Additionally, CNSS collaborates with partners nationwide to provide even the most complex services to clients.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please visit the following two sites:

 

http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

 

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

 

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail CNB.Compliance@cn-bus.com for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.

                                                                                

For Pay Transparency Non Discrimination provision, click here: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf