Description
We are seeking an Operations Center Specialist to join our team at the Strategic National Stockpile (SNS) in Atlanta, GA. This is a full-time onsite role that involves providing quality control support to assist in operating and maintaining the SNS national stockpiled inventory.
The successful candidate will be responsible for:
- Providing call center and operations support to assist the Government in maintaining communications between SNS, supported Centers, Institutes and Offices (CIOs), external agencies, health officials, and the public
- Reviewing and documenting incoming communications and preparing draft reports and notification emails for Government review and approval
- Tracking and logging incoming calls, faxes, and emails to the OPS CTR REPORT mailbox using established logs and the SNS call log system
- Monitoring designated electronic mailboxes and notifying appropriate Government personnel of items requiring follow-up action
- Monitoring publicly available news broadcasts and media sources and providing summaries of relevant developments to designated Government personnel
- Operating the OPS application systems and remote monitoring devices in accordance with established procedures and Government direction
- Routing operational communications to appropriate Government personnel in accordance with established escalation protocols
- Providing information to callers regarding publicly available SNS programs and services and referring inquiries to appropriate Government personnel in accordance with established procedures
The ideal candidate will have:
- A Bachelor's Degree and 2 years of experience, or a High School Diploma and 6 years of experience
- Experience similar to 911 operator or switchboard operator supporting a 24/7 operations center or mission-critical environment
- Experience handling high volume incoming calls, service requests, incident reports, or customer inquiries
- Experience documenting, tracking, and escalating customer issues, incidents, or service requests
- Proficiency using Microsoft Office
- Ability to consistently work some weekends on a rotating schedule
- Required to be on-call 24 hour/7 days a week
- Ability to lift up to 50 lbs
Preferred qualifications include:
- Experience with incident management, emergency response coordination, or operational reporting
- Experience preparing incident logs, status reports, operational summaries, and shift handoff documentation with strong presentation skills