Joint Venture Recipients: Simulocity LLC, ITCON Inc.
Description
Turnkey, high-volume, and quick-turn contact center solution to augment FEMA's Helpdesk, responding to calls surging due to national disasters
Staffing:
Onboarding, adjudication, and training of 500 Tier 1 call center agents
Maintained an average 40% bilingual call center staff capability
Comprehensive call center agent training for a fully remote workforce
Technology:
Installation, configuration, and implementation of NICE inContact customer relationship management (CRM) instance to support all call center agents located nationwide
Customized reporting capability, robust dashboarding and analytics, giving FEMA customer ready and real-time insights into call center performance
Quality Assurance (QA) of calls, supervisors, and proctors to support call center agents
Knowledgebase development and integration in Confluence
Development strategy to build Data Platform
Provide data management support that includes but not limited to receiving, loading, validating, storing and archiving the data. Responsible to propose and implement improvements to the current data management processes to achieve efficiencies.
Provide effective enhancement support to meet USDA on-going and emerging needs.
Development, coordination, review, and delivery of project and security-related documentation and deliverables;
Create customer-facing documentation for technical enterprise software and developer tools;
Document complicated procedures in simple and understandable manner and compose material according to set standards and templates;
Coordinate, facilitate, write, edit, track progress, and package documentation for review and approval among the appropriate stakeholders.
