Position Description:

Global Support Strategy (GSS) is the US State Department's bundling of outsourced consular services. The GSS contract will provide support services for nonimmigrant and immigrant visa operations at The United States diplomatic posts in Mexico.

Your future duties and responsibilities:

Information Services:

Assist with updates to the GSS website as needed and directed by the Task Order Manager.

Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.

Ensure that email templates or canned responses are up to date and accurate.

Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.

Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.

Manage the Interactive Voice Response (IVR) and the recordings in place by periodically reviewing the recordings to ensure they remain accurate. If updates are required, the SPOC will work with the Task Order Manager to ensure they are recorded within a reasonable timeframe.

Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.

Ensure reports from audit visits are maintained in Atlas via Management Reporting.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

Create new canned responses as the need arises.

Appointment Services:

Ensure coordination with the US Embassy or Consulate on an as needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.

Provide training to US Embassy or Consulate Staff on appointment functionality in Atlas.

Document Delivery Services:

Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.

Monitor document delivery incidents and ensure timely reporting on resolution.

Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

Fee Collection Services:

Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.

Daily reconciliation of amounts swept versus receipts created.

Take appropriate and necessary action in cases where amounts swept do not match the number of receipts created.

Escalate reconciliation issues as appropriate to the TOM.

Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.

Ensure audit reports of these visits are maintained in Atlas via Management Reporting.

Greeter Services:

Manage and provide leadership to the team of greeters.

Ensure that the appropriate number of greeters are present as required.

Ensure that greeters are properly dressed as stipulated in the parent contract.

Serve as a greeter to meet applicants for appointments when needed. This requirement necessitates the reality that the SPOC must reside in or conveniently located adjacent to an Embassy or Consulate with greeter services unless otherwise approved by management.

Perform quarterly Fraud Prevention refresher training with Greeters and document appropriately.

Make weekly unannounced visits to posts in the same city and act as a greeter for 4 hours and document appropriately in Management. Note: This requirement only applies if the SPOC lives within or geographically nearby a city with a Consular Post in their assigned Task Order that has greeters.

OFC Services:

Ensure applicants' biometric process is efficient at the Off-Site Facility Center (OFC).

Ensure document submission and pass-Back process at the OFC

Ensure that Appointment allocation at the OFC is enabled, and to the maximum capacity possible at any given time.

Client Coordination:

Coordination, visitation and communication with the U.S. Embassy or Consulate on an as needed basis with prior approval of the Task Order Manager.

Ensure that U.S. Embassy or Consulate personnel are adequately equipped/trained to utilize GSS services in the country or area assigned.

Answer questions effectively and accurately from the client within agreed upon timeframe.

Escalate cases as needed to the Task Order Manager.

Reporting:

Communicate daily via email or teleconference with the Task Order Manager.

Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.

Monitor Service Level Agreements or SLA metrics and report issues.

Draft meeting minutes covering every phone or in person conference held with service vendors or U.S. State Department personnel.

Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of CGI's fraud prevention plan.

Ensure any questions, concerns, or observations with any of the services listed in this document are escalated appropriately. Any questions in this escalation process should be addressed with the Task Order Manager.

Supervision Received

Supervision will be provided by the Task Order Manager. However, this position requires significant ability to operate and excel independently.

Required qualifications to be successful in this role:

• Education

Bachelor or Master's Degree in any relevant field

• Professional Experience

Eight to Ten years of relevant professional experience required.

Experience in client relations and customer service management.

Call center experience valued.

Experience in drafting concise written reports.

Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).

Experience using Microsoft Dynamics is preferred

• Language Skills

Fluency in spoken and written Spanish and English

• Interpersonal Skills

Ability to work independently while being part of a virtual, effective team.

Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.

Flexibility in work hours and full availability during work week.

Excellent communication skills.

Ability to conduct research to solve problems and execute solutions.

High level of punctuality, work ethic and discretion.

Ability to build and maintain effective relationships with the client, team members, and various service vendors.

What you can expect from us:

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Tu trabajo crea valor. Desarrollarás soluciones innovadoras y establecerás relaciones con compañeros y clientes, al tiempo que accederás a capacidades globales para hacer realidad tus ideas, aprovechar nuevas oportunidades y beneficiarte de una amplia experiencia sectorial y conocimiento tecnológico.

Darás forma a tu carrera uniéndote a una empresa construida para crecer y durar. Contarás con el apoyo de managers que se preocupan por tu salud y bienestar y te ofrecerán oportunidades para perfeccionar tus habilidades y ampliar tus horizontes.

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