| Communications Specialist I |
Supports the development of effective outreach to engage
dialogue and participation in accomplishing project
objectives. Supports the development of effective
correspondence, advertisements, and outreach materials to
targeted populations, policymakers, and government
agencies. Participate in periodic conference calls with
project staff, client and planning committees. Attend
necessary events and conferences to publicize project
mission and purpose. Develops project materials that will
educate target constituencies and be used at major project
events. Keep project team apprised of new developments or
emerging issues that result from contact with
participating partners. Pays close attention to quality
control of spelling, grammar and punctuation.
| $83.08 |
| Communications Specialist II |
Works with management team to develop, execute and manage
comprehensive strategic communications plans. Reviews
existing images, messages, strategies, plans, programs
and/or "products" and communicates/delivers them through
appropriate medium (e.g., print, broadcast, etc.).
Prepares communication audits with recommendations,
solutions for future projects and/or more successful
outcomes. Manages multiple promotional/outreach and PR
programs through detailed communication goals, targets and
marketing messages. Reviews, revises or develops branding
and promotional material and information kits to targeted
populations, policymakers, and government agencies.
Conducts follow-up evaluation of outreach efforts and
event outcomes utilizing various resources (tracking sigma
encoding, press clipping services, surveys, follow-up
phone calls) to improve future outreach efforts.
| $91.42 |
| Contact Center Administrative Assistant I |
Provides principal secretarial support in a Contact
Center, usually to one individual, and, in some cases, to
the subordinate staff of that individual. Maintains a
close and highly responsive relationship to the day-to-day
activities of the supervisor and staff, works fairly
independently under direct supervision and guidance, and
performs various clerical and secretarial duties requiring
knowledge of office routine and an understanding of the
organization, programs, and procedures related to the work
of the office. Requires working knowledge of certain
office software programs.
| $56.84 |
| Contact Center Administrative Assistant II |
Provides principal secretarial support in a Contact
Center, usually to one individual, and, in some cases, to
the subordinate staff of that individual. Maintains a
close and highly responsive relationship to the day-to-day
activities of the supervisor and staff, works fairly
independently under moderate supervision and guidance, and
performs various clerical and secretarial duties requiring
knowledge of office routine and an understanding of the
organization, programs, and procedures related to the work
of the office. May be responsible for creating reports and
distributing on a regular schedule. Computers may exist in
the environment, requiring working knowledge of certain
office software programs.
| $59.26 |
| Contact Center Administrative Assistant III |
Provides principal secretarial support in a Contact
Center, usually to one individual, and, in some cases, to
the subordinate staff of that individual. Assists with
more complex tasks. Maintains a close and highly
responsive relationship to the day-to-day activities of
the supervisor and staff, works independently receiving a
minimum of detailed supervision and guidance, and performs
various clerical and secretarial duties requiring
knowledge of office routine and an understanding of the
organization, programs, and procedures related to the work
of the office. Responsible for creating reports and
distributing on a regular schedule. Computers may exist in
the environment, requiring working knowledge of certain
office software programs.
| $77.35 |
| Contact Center Administrative Assistant IV |
Leads the execution of complex tasks. Provides principal
secretarial support in a Contact Center environment,
usually to one individual, and, in some cases, to the
subordinate staff of that individual. Maintains a close
and highly responsive relationship to the day-to-day
activities of the supervisor and staff, works fairly
independently receiving a minimum of detailed supervision
and guidance, and performs various clerical and
secretarial duties requiring knowledge of office routine
and an understanding of the organization, programs, and
procedures related to the work of the office. Computers
may exist in the environment, requiring working knowledge
of certain office software programs. Works independently
or with little management oversight.
| $94.33 |
| Contact Center Analyst - Finance & Accounting | In support of Contact Center, responsible for the
preparation, coordination, and documentation of financial
analysis projects such as financial and expense
performance, rate of return, depreciation, working
capital, and investments. Provides analysis for
forward-looking financial and business-related projects.
Prepares forecasts and analysis of trends. Responsible for
the reconciliation of internal accounts. Identifies trends
and developments in competitive environments and presents
findings to senior management. Gaining exposure to some of
the complex tasks within the job function. Occasionally
directed in several aspects of the work.
| $89.71 |
| Contact Center Customer Service Representative I |
In support of Contact Center, respond to customer
inquiries by telephone or e-mail to provide non-technical
problem resolution. Resolve routine and basic problems and
communicates solution or requested information to the
customer. Analyze a customer's service needs and refer to
other service or technical departments for follow up as
needed. Possesses a moderate understanding of general
aspects of the job. Works under the close direction of
senior personnel in the functional area.
| $58.81 |
| Contact Center Customer Service Representative I
Bilingual |
Respond to customer inquiries by telephone or e-mail to
provide non-technical problem resolution in support of
Contact Center. Resolve routine and basic problems and
communicates solution or requested information to the
customer. Analyze a customer's service needs and refer to
other service or technical departments for follow up as
needed. Possesses a moderate understanding of general
aspects of the job. Works under the close direction of
senior personnel in the functional area. Must speak and
read English and Spanish clearly, professionally, and
fluently.
| $58.81 |
| Contact Center Customer Service Representative II |
In support of Contact Center, responds to customer
inquiries by telephone or e-mail to provide non-technical
problem resolution. Resolves mostly routine and some
non-routine, more complex problems and communicates
solution or requested information to the customer. Analyze
a customer's service needs and refer to other service or
technical departments for follow up as needed. Gaining or
has attained full proficiency in a specific area of
discipline. Works under moderate supervision.
| $68.02 |
| Contact Center Director |
Directs the entire operations of the organization's
Contact Center facility. Implements and reviews policies
and operating structure of the Contact Center. Sets
standards and guidelines for customer interactions.
Monitors the interactions to ensure that the expectations
of the customers are met. Analyzes operations of the
Contact Center and oversees any efficiency improvements.
Creates functional strategies and specific objectives.
Develops budgets/policies/procedures to support the
functional infrastructure.
| $199.43 |
| Contact Center Facilities Manager |
In support of Contact Center Operations, manages and
coordinates the administrative and operational staff,
systems, and activities that ensure optimal functioning
and maintenance of all building properties. Directs the
maintenance of all building systems including mechanical,
electrical, fire/life safety, plumbing, and waste
management. Prepares and implements preventive maintenance
schedules. Manages and trains a staff of employees in the
general maintenance of buildings, grounds,
infrastructures, equipment. Ensures facilities maintenance
work follows safety standards, conforms to specifications,
and work orders are tracked and completed within the
budgeted guidelines. May oversee contractors engaged for
facility renovation projects. Manages subordinate staff in
the day-to-day performance of their jobs. True first level
manager. Ensures that project/department milestones/goals
are met and adhering to approved budgets. Has full
authority for personnel actions. Extensive knowledge of
the function and department processes.
| $103.16 |
| Contact Center Help Desk Technician I |
In support of Contact Center Operations, provides end user
support and customer service for basic computer and
hardware issues. When unable to resolve issues, serves as
liaison between staff and technical support. Tracks and
reports complaints in order to spot trends or problem
areas for quick resolution. May use problem-tracking
databases or other specialized Help Desk software. May
escalate problems to appropriate departments, where
appropriate.
| $62.39 |
| Contact Center Help Desk Technician II |
In support of Contact Center Operations, works closely
with user community and Help Desk staff to identify,
research, isolate and resolve problems of moderate
complexity relating to all aspects of office automation
and data center operations. Tracks and reports complaints
in order to spot trends or problem areas for quick
resolution. May use problem-tracking databases or other
specialized Help Desk software. Responsible for ensuring
timely and effective resolutions to problems. May escalate
problems to appropriate departments, where appropriate.
| $65.94 |
| Contact Center Manager |
Responsible for the daily operations of the Contact Center
to ensure performance metrics and contract requirements
are met. Maintain updated knowledge of the Contact Center
performance requirements as well as corporate and project
policies. Monitor performance goals and objectives for the
Contact Center staff and complete regular reports.
Implement coaching and development and monitor performance
of Contact Center supervisors to ensure standard goals are
met. Deliver corrective action and coaching as necessary.
| $122.59 |
| Contact Center Operations Admin I |
In support of Contact Center Operations, provides
administrative support in a variety of functions to an
individual, team, department, or other group in an
organization. Collects, reviews and analyzes data, and
prepares reports, charts, budgets and other presentation
materials. Responds to or routes routine inquiries from
external or internal sources with standard correspondence
or other messaging. Schedules and coordinates meetings,
travel, and other group activities. Has basic word
processing, spreadsheet and graphics software skills.
| $51.15 |
| Contact Center Operations Admin II |
In support of Contact Center Operations, provides
administrative support in a variety of functions to an
individual, team, department or another group in an
organization. Collects, reviews and analyzes data and
prepares reports, charts, budgets, and other presentation
materials. Responds to or routes routine inquiries from
external or internal sources with own correspondence or
other messaging. Schedules and coordinates meetings,
travel, and other group activities. May be responsible for
creating reports and distributing on a regular schedule.
Has advanced word processing, spreadsheet, and graphics
software skills.
| $58.58 |
| Contact Center Operations Admin III |
In support of Contact Center Operations, provides
administrative support in a variety of functions to a
department head, team, department or another group in an
organization. Collects, reviews, analyzes complex and/or
confidential data and prepares reports, charts, budgets,
and other presentation materials. Responds to or routes
non-routine or confidential inquiries from external or
internal sources with correspondence or other messaging.
Schedules and coordinates meetings, travel, and other
group activities. Has advanced word processing,
spreadsheet, and graphics software skills.
| $68.38 |
| Contact Center Quality Assurance Manager |
Responsible for the day-to-day activities and supervision
of the Contact Center Quality Assurance team members with
a focus on measuring adherence to policy and procedure.
Provide direction to Contact Center Quality Assurance
staff in regard to completing monitors and evaluations of
customer interaction quality. Provide coaching and
development as necessary to staff, and deliver corrective
action plans, if needed.
| $120.14 |
| Contact Center Quality Assurance Supervisor |
Oversees Contact Center Quality Assurance programs, and
establishes standards governing customer interactions and
implements monitoring programs. Develops and implements
quality control methodologies to ensure compliance with
quality assurance standards, guidelines, and procedures.
Develops and defines major and minor characteristics of
quality including quality metrics and scoring parameters
and determines requisite quality control resources.
Establishes and maintains a process for evaluating
deliverables and associated documentation and or assists
in the evaluation.
| $93.91 |
| Contact Center Senior Analyst - Reporting |
In support of Contact Center, responsible for designing,
creating, analyzing, building, and distributing reports
based on data collected in order to provide information
regarding project performance and compliance. Tests and
validates models and results. Prepares reports that
outline and rank proposed solutions and present a range of
possible alternatives. Performs complex data analysis,
results interpretation and report preparation.
| $108.53 |
| Contact Center Senior Director |
In support of the Contact Center Operations, leads the
development and execution of end-to-end operational
strategies and plans that enhance the client and consumer
experience; meets and exceeds compliance requirements.
Responsible for managing very complex and/or high-risk
programs. Directs daily staff and task activities to meet
client and corporate work objectives. Supervises assigned
technical and administrative staff, including subordinate
managers. Assures quality of task products, services, and
deliverables, including participating in reviews, audits,
and site visits. Serves as a liaison with clients to
coordinate activities, negotiate tasks, and solve
problems. Responsible for coordinating and monitoring
subcontractor activities.
| $209.58 |
| Contact Center Senior Manager |
Responsible for the strategic and tactical oversight and
overall responsibility for the Contact Center. Maintain
updated knowledge of the Contact Center’s performance
requirements and client standard operation procedures, as
well as corporate and project policies. Oversee quality
control and implement necessary corrective actions to
ensure consistency and compliance, as needed. Develop
performance goals and objectives for the Contact Center
and monitor the achievement of goals. Provide coaching and
development to Contact Center managers and staff, conduct
performance evaluations, and assist in the creation and
implementation of innovative methodologies to improve
Contact Center operations.
| $134.90 |
| Contact Center Software Engineer I |
Supports the development and testing of contact center
systems implementations. Supports the integration of
applications. Follows technical and system design
guidelines. Supports the creation of interfaces to
application code, relational databases, and/or computer
hardware systems. Develops interfaces for data capture and
table population, application code development, and screen
views.
| $131.57 |
| Contact Center Software Engineer II |
Develops, prototypes and tests solutions for contact
center systems implementations. Supports the integration
of applications. Follows technical and system design
guidelines and uses knowledge to create the interface of
application code, relational databases, and/or computer
hardware systems. Develops interfaces for data capture and
table population, application code development, screen
views and other required technical design and development
requirements.
| $162.37 |
| Contact Center Software Engineer III |
Develops, prototypes and tests solutions for large-scale
contact center systems implementations. Supports
integration of enterprise applications. Responsible for
technical aspects of application implementation. Possesses
and applies comprehensive application expertise to provide
technical and system design guidance to application
development technical team. Uses knowledge to direct
and/or create the interface of application code,
relational databases, and/or computer hardware systems.
Develops interfaces for data capture and table population,
application code development, screen views and other
required technical design and development requirements.
May supervise other developers.
| $169.13 |
| Contact Center Software Engineer IV |
Develops, prototypes and tests solutions for large-scale
contact center system implementations. Supports
integration of enterprise applications. Responsible for
technical aspects of application implementation. Possesses
and applies comprehensive application expertise to provide
technical and system design guidance to application
development technical team. Uses knowledge to direct
and/or create the interface of application code,
relational databases, and/or computer hardware systems.
Develops interfaces for data capture and table population,
application code development, screen views and other
required technical design and development requirements.
May supervise a large team of developers.
| $200.66 |
| Contact Center Supervisor |
In support of Contact Center Operations, provides
front-line, first level supervision and leadership to
Customer Service Representatives (CSR) with the goal of
meeting program objectives and Customer Service Level
(CLA) Agreements. Evaluates employees' job performance and
recommends appropriate personnel action.
| $87.57 |
| Contact Center Supervisor - Data Entry |
In support of Contact Center, supervises the Data Entry
staff to ensure completion and timeliness of assigned data
entry tasks per business requirements; monitors the Data
Entry Queue to ensure the key performance metrics are met.
| $87.57 |
| Contact Center Team Lead |
In support of Contact Center, acts as team lead for a
customer service team that responds to phone or e-mail,
non-technical service requests from customers. Responds
to, and resolves, escalated issues and/or unique or
complex requests from customers. Monitors daily workflow
and ensures that correct procedures are followed.
Identifies system and workflow improvements to enhance the
team's efficiency. Coaches and guides less experienced
team members. May assist manager with scheduling. May be
authorized to approve special adjustments or exceptions
for a customer. Contributes to moderately complex aspects
of a project. Work is generally independent and
collaborative in nature.
| $66.96 |
| Contact Center Training I |
In support of Contact Center training, designs and
develops instructional approaches and/or strategies to
meet training requirements; conducts analysis of training
requirements and media requirements; develops appropriate
training objectives and test methods and designs
instructionally valid training materials; ensures
integrity of task analysis, training requirements,
training hierarchies, instructional materials, and
evaluation plans; designs and develops computer-based
training, web-based training, electronic performance
support systems and other technology-based learning
solutions; develops flow diagrams and story boards;
designs instructionally sound lessons in a variety of
delivery media; interacts with customer and subject matter
experts to ensure technical accuracy of instructional
content.
| $59.94 |
| Contact Center Training Manager |
Responsible for overseeing, managing, and coordinating
Contact Center staff training and development activities.
In support of Contact Center training, conducts the
research necessary to develop and revise training courses
and prepares appropriate training catalogs. Prepares all
instructor materials (course outline, background material,
and training aids). Prepares all student materials (course
manuals, workbooks, handouts, completion certificates, and
course critique forms). Trains personnel by conducting
formal classroom courses, workshops, and seminars.
Provides daily supervision and direction to staff.
| $114.44 |
| Contact Center Training Senior Manager |
Responsible for overseeing, managing, and coordinating
Contact Center staff training and development activities,
and leads the development team in the identification,
analysis and implementation of successful learning
interventions to promote operational effectiveness and
continuous quality improvement. In support of Contact
Center training, designs and develops instructional
approaches and/or strategies to meet training
requirements; conducts analysis of training requirements
and media requirements; develops appropriate training
objectives and test methods and designs instructionally
valid training materials; ensures integrity of task
analysis, training requirements, training hierarchies,
instructional materials, and evaluation plans; designs and
develops computer-based training, web-based training,
electronic performance support systems and other
technology-based learning solutions; develops flow
diagrams and story boards; designs instructionally sound
lessons in a variety of delivery media; interacts with
customer and subject matter experts to ensure technical
accuracy of instructional content. Also provides guidance
and work leadership to lower-level personnel and may serve
as technical team or task lead.
| $133.90 |
| Contact Center Training Supervisor |
Responsible for supervising and coordinating Contact
Center staff training and development activities and leads
the development team in the identification, analysis and
implementation of successful learning interventions to
promote operational effectiveness and continuous quality
improvement. In support of Contact Center training,
designs and develops instructional approaches and/or
strategies to meet training requirements; conducts
analysis of training requirements and media requirements;
develops appropriate training objectives and test methods
and designs instructionally valid training materials;
ensures integrity of task analysis, training requirements,
training hierarchies, instructional materials, and
evaluation plans; designs and develops computer-based
training, web-based training, electronic performance
support systems and other technology-based learning
solutions; develops flow diagrams and story boards;
designs instructionally sound lessons in a variety of
delivery media; interacts with customer and subject matter
experts to ensure technical accuracy of instructional
content. Also provides guidance and work leadership to
lower-level personnel and may serve as technical team or
task lead.
| $89.00 |
| Contact Center Vice President - Program |
Serves in an executive leadership role on the project. As
the Contact Center executive-level point of contact,
establishes and maintains relationships with
representatives of client agencies, stakeholders, and
community organizations to promote and develop services.
Ensures project compliance with all applicable corporate,
contract, state and federal requirements and regulations.
Provides executive management of the project's financial
plan and forecast.
| $351.38 |
