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 apply an enterprise-wide multi-tier/level Call Center disciplines for the planning, analysis, and design on an enterprise-wide basis or across a major sector of the enterprise. Develop analytical and computational techniques and methodology for problem solutions. Perform enterprise-wide strategic systems planning, business information planning, business and analysis. Perform process and data modeling in support of the planning and analysis efforts using both manual and automated tools. Provide technical guidance in software engineering techniques and automated support tools.