Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2533

Government Authority located in California; USA based organization looking for expert vendor for contact center business analyst services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center business analyst services.
- The Contact Center responds to inbound contacts on a wide range of business topics that come in through multiple channels that include telephone, secured messaging, and hard copy correspondence
- The operations/support area includes functions such as workforce management, reporting, research and communications, quality assurance, training, projects and testing, member demographic updates and administration
- The Contact Center responds to approximately 20,000 calls and 3,000 secured messages each month. Customer Service employs approximately 130 staff. Contact Center hours are from 8 a.m. to 5 p.m. PT, Monday through Friday.
- Assess the as-is business processes and challenges, and review the performance metrics of Customer Service, Disability & Survivor Benefits, Retirement Readiness, Service Retirement, and Employer Services Divisions which use a common Contact Center solution.
- Gather and document the to-be business requirements, use cases and business processes.
- Perform a gap analysis and develop a transition plan with sequencing of activities.
- Serve as a subject-matter expert (SME) in a Contact Center implementation project and review work products from the vendor.
- Recommend Contact Center industry best practices and standards.
- Provide oversight to the vendor to ensure their work is aligned with strategic objectives and meets business requirements.
- Support in user acceptance test (UAT) by developing and executing UAT test cases.
- Create a change management plan and assist in the execution of the plan including communication, training, documentation and on-the-job support.
- Perform assessment of risks, issues, gaps or improvement opportunities of the Contact Center business and technical environments and technology solutions.
- Conduct knowledge transfer to staff and provide any requested materials and content for transfer of knowledge.
(2) All question must be submitted no later than January 4, 2023.
(3) A contract term will be for two years.   

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be offsite.

Expiry Date : Thursday, 12 January, 2023

Question Answer Deadline : Wednesday, 4 January, 2023

Category : Call Center and Answering

Country : USA

State : California

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