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 industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.

Responsible to interpret call trends, provide reports, and analyze historical data. The Program Analyst  identify, communicate and resolve risks. The Program Analyst shall identify and resolve issues to eliminate or mitigate the occurrence of consequences that may impact the success of the project.

• Bachelors Degree
• HDI Certification is preferred but not required
• Ability to obtain Favorable ICE EOD Clearance "Public Trust" equal to Secret Clearance
• Minimum of five (5) years of experience examining and analyzing large quantities of data and providing statistical analysis/forecasting pertaining to data obtained through various platforms
• Experience with:
  o Call center metrics including the ability to draw correlations, identify root causes, and summarize results for stakeholders Conducting statistical analysis, identifying trends, and advising of potential changes to improve productivity
  o Preparing, consolidating, and analyzing weekly, monthly, and quarterly reports
  o Developing operational forecasts Proficiency with using Tableau to create data visualization tools
• Additional Required Knowledge and Skills:
  • Ability to create pivot tables using Microsoft Excel
  • Proficiency with using Tableau to create data visualization tools
  • Ability to adapt to changing environments and to apply creative solutions to various challenges
  • Ability to demonstrate analytical skills
  • Ability to educate and inform senior management and Federal staff on various alternatives
  • Ability to manage multiple deliverables under extreme time constraints
  • Ability to conduct comprehensive research and analysis
  • Ability to consolidate data points from multiple applications into one resource
  • Ability to create statistical modeling of call center data