Consultant (Jobs in Nashville, TN)   Requirement id 119501 Job title Consultant Job location in Nashville, TN Skills required Call Center Experience, Automation Experience, Support Assistance, Open Date 30-Sep-2021 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Call Center Experience, Automation Experience, Support Assistance, start date:10/18/2021 submission deadline:10/11/2021 2:00:00 PM client info : Human Services Description: Pandemic Parent Portal Automation & Maintenance a. Vendor shall maintain all of the enhancements for the Pandemic School Portal and the Pandemic Parent Portal b. Call Center Surge Support a. Vendor shall provide surge application call services in support of the P-EBT program, including application, eligibility and appeals support. Vendor shall ensure that its call center resources provide at least forty (40) hours of call center services each week unless the State requests otherwise in writing. Vendor shall ensure that its call center resources provide services during the hours of 8:00 am – 5:00 pm Central Standard Time Monday through Friday unless the State requests otherwise in writing. At no additional cost to the State, Vendor shall provide oversight of Vendors call center resources at the ratio of one (1) Operations Manager per twenty-five (25) call center resources team member. 2. Scope of Work & Deliverables: In Scope a. Pandemic Portal Automation & Maintenance • Vendor shall maintain all of the enhancements for the Pandemic School Portal, and the Pandemic Parent Portal including but not limited to: 1. Access issues for call center agents, parents, or schools; 2. Defects resolution related to Pandemic School Portal and Pandemic Parent Portal; and 3. Minor changes to configurations upon the States request. 4. Analytics, reporting and dashboards • Vendor shall provide the services required from Monday through Friday from 9:00 am to 5:00 pm Central Time for the entire period of the SOW identified in section 3; provided, however, that additionally vendor shall provide on-call support for issues around Accenture developed enhancements. Managed Service Provider Request for Project Services Template b. Call Center Surge Support Vendor Responsibilities: • Vendor shall provide 25 call center resource team members to handle incoming and outbound calls related to the P-EBT program. • Two team leads will support 12 to 13 resources each for performance, quality, process questions, and general support. • Vendor will support documentation of the parent and school district support process to include FAQs, available resources, and process and ticket flows. • Vendor will create and deliver training to 25 resources who will be handling parent and school interactions. • Coordinate with school districts on regular, missing, and late student file submissions • Vendor will prepare data files to be shared with Conduent (by the State) for debit card generation. • Daily and weekly status reporting will be provided on interaction volume, tickets, and key metrics that are defined for the success of the P-EBT program. State Responsibilities: • DHS to share P-EBT program guidelines and requirements in support of training material creation. • Approval of all materials and communications that vendor creates for the program that is distributed to agents, parents or school representatives. • Provide access to program SMEs who can support process questions and/or escalations. • Provide AWS Connect IVR platform for the call center team along with access to all systems required to support P-EBT inquiries. • Approve and share data files with Conduent for debit card generation. Exclusions and Assumptions: • State will provide all resources to complete the work in a timely manner. • Each Party will retain responsibility for its compliance with any laws, regulations, or other authorities, in effect on the date of this SOW as   Call 502-379-4456 Ext 100 for more details. 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