Call Center Specialist - Sharp Decisions : Job Details

Call Center Specialist

Pay - $30/Hr

Location- Phoenix ,AZ

POSITION DESCRIPTION:

The purpose of this position is to provide support to the Achievement Tutoring Program (ATP) constituents, including education administrators and staff, community members, education partners, and the families of Arizona students. This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to participating in development of RFPs, serve as a link between contractors and the ATP, ensuring two-way information flows between states and vendor, coordinate state partners in their involvement in development activities and/or meetings, coordinate Local Education Agencies (LEAs) interaction with ATP contractors, and document significant events that occur in the day to day and ongoing work of ATP or scope of work changes with our contractors.

This position will support coordination and clarification of all vendor business requirements and vendor technical requirements for the testing contract, and this position will communicate or meet regularly with the ADE Contracts Manager to ensure schedule and deliverables.

This position will confirm that all work invoices by the vendor was completed per contract and to the Academic Standards' satisfaction and will assist in creating documents to help support the ATP.

The primary duties for this position include the following:

- Be the contact person responsible for overseeing the implementation of the ATP; interact with the test contractors and all LEA Test Coordinators to ensure a successful implementation of the contract.

- Will track LEA participation including collecting and organizing Test Coordinator forms.

- Will coordinate meetings as needed including weekly calls, committee meetings, and will participate in weekly combined contractor calls.

- Will work with the Academic Standards and Assessment team to ensure weekly tasks are completed.

- Create documents to support the needs of ATP as needed. Ensure the two-way information flow between Academic Standards and vendor. This might include researchers and pertinent experts.

Located at the agency's South campus and on the same building and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual (no jeans).

SKILLS REQUIRED:

This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.

Project Management: Credentials related to program management, contract management, or public management; Apply PM principles and tracking to ensure full control of schedules, timetables, and budgets, to include website updates. Computer: High-level of PC proficiency and familiarity with a call center environment; must be competent with Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors

Skills in:

- Multi-tasking

- Effective time management

- Problem solving strategies

- Program planning

- Development and self-motivation to execute appropriate project by deadline

- Excellent business-professional verbal, interpersonal, and written communication skills, including active listening

- Team-building and working effectively with a variety of individuals

Ability to:

- Communicate complex information to a variety of individuals, using both written and verbal forms of communication, in a clear and precise manner

- Manage multiple projects

- Focus on details but not lose sight of the big picture - Apply systems thinking

SKILLS PREFFERED:

Program management certification (PMP), highly desired.

EXPERIENCE REQUIRED:

Knowledge of: - Local education agencies (LEAs) organization - Agency wide initiatives - RFPs - Contract management and/or project management - Business and technical requirements - Event coordination

EXPERIENCE PREFFERED:

Program management certification (PMP), highly desired.

EDUCATION REQUIRED:

Credentials related to program management, contract management, or public management. Requires a Bachelor's degree or 3 years experience in a related field.

EDUCATION PREFFERED:

Program management certification (PMP), highly desired.