Satellite Contact Center Task Lead / Site Coordinator
About the position Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval. The Satellite Contact Center Task Lead serves as the single point of contact for technical oversight, administration, staffing coordination, and Government interface support at the Camp Lejeune or Camp Pendleton satellite Contact Center. The role supports on-site/face-to-face engagement while ensuring Contact Center calls, outreach, and documentation remain coordinated with the central WWCC.
Responsibilities
- Serve as local single point of contact for assigned satellite Contact Center activities.
- Coordinate CCR and NMCM support for active-duty/Battalion operations and IDES-related engagement.
- Participate in anticipated weekly meetings with RSMs, Battalion staff, family/other individuals, and battle rhythm meetings.
- Ensure calls forward to WWCC during non-operational hours.
- Monitor documentation discipline and escalate staffing, performance, or Government interface issues to the PM/APM.
- Support local onboarding, access, training, and property/workspace accountability as applicable.
Requirements
- High school diploma or equivalent required
- At least three years of military support, contact center, case management, site coordination, operations, or customer service experience.
- At least one year of team lead, site coordination, supervisory, or Government stakeholder coordination experience.
- Ability to work locally near the assigned installation and attend face-to-face meetings as required.
- U.S. work authorization required; U.S. citizenship may be required for Government system access.
- Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
- Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
- Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
- Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.
Nice-to-haves
- Associate or bachelor’s degree preferred.
- Marine Corps, DoD, military family readiness, IDES, wounded warrior, veteran transition, or installation support experience.
- Experience coordinating meetings with Government staff, families, service members, or multidisciplinary teams.
- Knowledge of MCWIITS, SharePoint, Microsoft 365, CRM systems, or Government case management systems.