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OFC Manager/ Single Point of Contact

hace 4 meses

Tijuana, México CGI A tiempo completo

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.

La estrategia global de apoyo (GSS, por sus siglas en inglés) es la agrupación de servicios consulares subcontratados por el Departamento de Estado de los Estados Unidos. El contrato de GSS proporcionará servicios de apoyo para las operaciones de visas de no inmigrante e inmigrante en las sedes diplomáticas de los Estados Unidos en México.

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

Servicios de información:
•Ayudar con las actualizaciones del sitio web de GSS según sea necesario y lo requiera el Task Order Manager (TOM). Revisar los scripts del centro de llamadas para asegurarse de que todas y cada una de las actualizaciones se incorporen adecuadamente.
•Asegúrese de que las respuestas predefinidas que se enviaran por email estén actualizadas y sean precisas.
•Supervisar el volumen de casos enviados al centro de llamadas y escalarlos con el TOM para que todas las consultas se respondan dentro del plazo predeterminado.
•Monitorear los casos y las llamadas atendidas por los centros de llamadas y proporcionar comentarios sobre la precisión de sus respuestas. Realizar llamadas de prueba según lo solicitado.
•Controlar el IVR y revisar periódicamente las grabaciones para asegurarse de que sigan siendo precisas. Si se requieren actualizaciones, el SPOC trabajará con el TOM para asegurarse de que se realicen dentro de un período de tiempo razonable.
•Realizar auditorías presenciales siempre que sea posible para garantizar que las operaciones del centro de llamadas se lleven a cabo dentro de las pautas establecidas.
•Asegúrese de que los informes de las auditorías se registren en el sistema ATLAS a través de la administración de reportes.
•Crear nuevas respuestas predefinidas conforme sea necesario.

Servicios de citas:
•Solo con previa autorización del TOM, coordinarse con la Embajada o el Consulado de los EE. UU. según sea necesario. Por ejemplo, en reprogramaciones debido a cierres.
•Capacitar al personal de la Embajada o Consulado de los EE. UU. sobre la funcionalidad de citas en ATLAS.

Servicios de Entrega de Documentos:
•Trabajar con los proveedores de entrega de documentos para garantizar que los procesos se sigan según lo estipulado en los procedimientos estándares de operación (SOP).
•Supervisar los incidentes de entrega de documentos y garantizar la presentación oportuna de informes sobre la resolución.
•Realizar auditorías presenciales siempre que sea posible para garantizar que las operaciones de entrega de documentos se lleven a cabo dentro de las directrices establecidas.
•Asegúrese de que los informes de las auditorías se registren en el sistema ATLAS a través de la administración de reportes.

Servicios de cobro de tarifas:
•Revisar los reportes de cierre diario confirmados de los proveedores de cobro de tarifas e informar de cualquier discrepancia.
•Conciliación diaria de los importes de cierre frente a los recibos creados.
•Tomar las medidas apropiadas y necesarias en los casos en que los montos reportados al cierre no coincidan con el número de recibos creados.
•Escalar los problemas de conciliación según sea necesario al TOM.
•Realizar auditorías presenciales siempre que sea posible para garantizar que las operaciones de cobro de tarifas se lleven a cabo dentro de las pautas establecidas.
•Asegúrese de que los informes de las auditorías se registren en el sistema ATLAS a través de la administración de reportes.

Servicios de personal de bienvenida (greeters):
•Manejar y proporcionar liderazgo al equipo de greeters.
•Asegúrese de que el número adecuado de greeters esté presente según sea necesario.
•Asegúrese de que los greeters estén vestidos adecuadamente según lo estipulado en el contrato.
•Servir como greeter para atender a los solicitantes de citas cuando sea necesario. Este requisito requiere que el SPOC resida o esté convenientemente ubicado junto a una Embajada o Consulado con servicios de bienvenida, a menos que la gerencia apruebe lo contrario.
•Realizar y documentar capacitación trimestral a los greeters sobre actualización en prevención de fraudes.
•Realizar visitas semanales sin previo aviso a puestos en la misma ciudad y actuar como greeter durante 4 horas y reportar a su gerente. Nota: Este requisito solo se aplica si el SPOC vive dentro o geográficamente cerca de una ciudad con una Oficina Consular que tenga asignada y que tenga greeters.

Servicios OFC (Off-Site Facility Center):

•Garantizar que el proceso biométrico de los solicitantes sea eficiente en el OFC.
•Garantizar el proceso de presentación y devolución de documentos en la OFC
•Asegúrese de que la asignación de citas en el OFC esté habilitada y con la máxima capacidad posible en un momento dado.

Coordinación con el Cliente:
•Coordinación, visitas y comunicación con la Embajada o Consulado de los EE. UU. según sea necesario con la aprobación previa del TOM.
•Asegurarse de que el personal de la Embajada o Consulado de los EE. UU. esté adecuadamente equipado / capacitado para utilizar los servicios de GSS en el país o área asignada.
•Responder a las preguntas del cliente de manera efectiva y precisa dentro del plazo acordado.
•Escalar los casos según sea necesario al TOM

Informes:
•Comunicarse diariamente por correo electrónico o teleconferencia con el TOM.
•Redactar y ayudar en el desarrollo de informes semanales, mensuales, SLA, de calidad y de riesgos.
•Monitorear los niveles de servicio o las métricas de SLA e informar de problemas.
•Redactar las minutas de las reuniones que cubran todas las conferencias telefónicas o presenciales celebradas con proveedores de servicios o personal del Departamento de Estado de los Estados Unidos.
•Reportar inmediatamente al TOM si se detecta alguna evidencia de malversación o fraude y ayudar en la implementación del plan de prevención de fraude de CGI.
•Asegúrese de que cualquier pregunta, inquietud u observación con cualquiera de los servicios enumerados en este documento se escale adecuadamente. Cualquier pregunta en este proceso de escalamiento debe abordarse con el TOM.

Supervisión recibida
•La supervisión estará a cargo del TOM. Sin embargo, esta posición requiere una capacidad significativa para operar y sobresalir de forma independiente.

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.

•Educación
Licenciatura o maestría en cualquier campo relevante

•Experiencia professional
oSe requieren ocho a diez años de experiencia profesional relevante.
oExperiencia en relación con clientes y gestión de atención al cliente.
oRecomendable tener experiencia en call centers.
oExperiencia en la redacción de informes escritos concisos.
oSólidas habilidades IT incluyendo el dominio de MS Office (Word, Excel, Outlook y PowerPoint)).
oPreferible tener experiencia en Microsoft Dynamics.

•Idiomas
Fluidez en español e inglés hablado y escrito.

•Habilidades Interpersonales.

oCapacidad para trabajar de forma independiente mientras forma parte de un equipo virtual y eficaz.
oCapacidad para gestionar múltiples prioridades y completar tareas/proyectos de acuerdo con los plazos establecidos.
oFlexibilidad en los horarios de trabajo y disponibilidad total durante la semana laboral.
oExcelentes habilidades de comunicación.
oCapacidad para llevar a cabo investigaciones para resolver problemas y ejecutar soluciones.
oAlto nivel de puntualidad, ética de trabajo y discreción.
oCapacidad para construir y mantener relaciones efectivas con el cliente, los miembros del equipo y varios proveedores de servicios.