The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use its industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.

Able to work independently to accomplish complex requirements associated with multiple projects or a single, large complex project. The Project Manager shall advise the Government concerning requirements, risks, issues, project plans, schedules and scope of assigned project area or tasks. The Project Manager shall have the capability to manage projects of high complexity and to direct the completion of projects within estimated timeframes and resource constraints. The Project Manager shall coordinate all parties to tasks and review work products for completeness, quality, and adherence to customer requirements.

• Bachelors’ Degree
• Project Management Professional (PMP) certification
• HDI Certifications are required 30 days after TO award
• Ability to obtain favorable ICE Entry on Duty (EOD) Clearance "Public Trust" equal to Secret Clearance
• Minimum of eight (8) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity.                          
• Acceptable specialized management experience shall also include:
  • Conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program
  o Qualitative methods and quantitative analytical techniques
  o Organizational and work processes relationship
  o Administrative support activities related to performing a wide variety of analytical studies and projects
  o Project and management improvement, productivity improvement and management controls
  o Long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations
  o Planning and executing strategies to enhance productivity and efficiency throughout a call/data center
  o Conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements
• Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software