Section_H_-_Labor_Category_Requirements.pdf

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Section H 1 Minimum Labor Category Requirement 2

Contractor Personnel 4 The education and experience requirements set forth for each labor category below are firm. The Contractor shall 6 be responsible for providing personnel under this contract who meet or exceed the following minimum 7 education/experience requirements in accordance with PBGC Clause PBGC-37-002. PBGC reserves the right to 8 evaluate the acceptability of all Contractor personnel qualifications as they relate to the minimum qualifications 9 stated below. 10 The specific job functions for each labor category listed below provide a general understanding of the roles and 12 responsibilities for the related job category. These specific job duties are not intended to be all inclusive, nor are 13 they intended to be restricting. It is PBGC’s intention that the contractor manages their operation in a manner 14 that facilitates the achievement of production goals, quality and customer service standards established by PBGC. 15

UProgram Manager III (Key Personnel 17

(1) Education: Bachelor’s degree. 18

(2) General Experience: Ten (10) years of progressive experience. A Master’s degree or higher may be substituted 19 for 2 years of experience. Experience must include Eight (8) years managing and administering contracts or 20 projects. Working knowledge of Microsoft office products. 21

(3) UFunctionU: Serves as the overall contract point of contact. Responsible for coordinating all activities for the 22 contract. Is the primary point of contact for the PBGC Contracting Officer Representative and the Contracting 23 Officer. Ability to communicate effectively with senior leadership, provide management support for multiple 24 teams of contractors across multiple facilities. Provides reporting and metrics to support contract activities. 25

UProject Manager (II) – (Key Personnel) – Task Order 27

(1) Education: A B.A/B. S in business management or equivalent degree in an associated field from an accredited 28 institution. 29

(2) General Experience: Eight (8) years of project management and supervisory experience. Ten (10) years of 30 progressive supervisory experience may be substituted for a degree. Working knowledge of Microsoft office 31 products. 32

(3) Function: Represents the contractor on technical and administrative matters described in the contract. 33 Provides management responsibility for the office, which includes oversight of the administration/operations, 34 facilities and general administrative functions. Supports the Program Manager in planning work assignments 35 and staff hiring. Ensures scheduled tasks are completed timely. Meets and confers with PBGC federal staff on 36 case specific activities. Resolves problems or issues and conflicts that could arise. Provides technical guidance 37 and leadership and is responsible for program direction through successful performance of a variety of 38 technical and management activities. 39

UAssistant Project Manager (Key Personnel) 41

(1) Education: A Bachelor’s degree. 42

(2) General Experience: Five (5) to Six (6) years of progressive supervisory experience. Seven (7) years of progressive 43 supervisory experience may be substituted for a degree. Working knowledge of Microsoft office products. 44

(3) Function: Provides management support for the Project Manager. Provides responsibility for the for the office 45 which includes oversight of the administration/operations, facilities and general administrative functions. 46

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Supports the Project Manager in planning work assignments and reporting status of contracting activities to 47 the Program Manager. May be involved in hiring, staffing and training. Meets and confers with PBGC federal 48 staff on case specific activities. Resolves problems or issues and conflicts that could arise. Provides technical 49 guidance and leadership to office staff. 50

USupervisor (BA) 52

(1) Education: A Bachelor’s degree. 53

(2) General Experience: Five (5) years of progressive experience supervising staff or leading teams. Six (6) years of 54 progressive supervisory experience may be substituted for a degree. 55

(3) Function: Provides supervisory responsibility over multiple processing teams. Assigns and reviews work of 56 subordinate staff. Develops project plans for team assignments. Provides status updates on processing team 57 activities. Resolves sensitive customer complaints and escalates matters to federal staff when needed. 58 Authorizes benefit payments, oversees the plan intake processes and issuance of benefit determination 59 letters, etc. Reports directly to the Project Manager or Assistant Project Manager. Provides technical 60 guidance and assistance to staff members. 61

Benefit Administrator 63

(1) Education: High School Diploma or GED 64

(2) General Experience: One (1) to Four (4) year(s) of relevant work experience which can include but not be 65 limited to: employee benefit field, claims processing, billing, payroll, banking, human resources, customer 66 service representative, etc. Candidates must have demonstrated the following skills: attention to detail, 67 meeting deadlines, organizational skills, exception customer service, and an ability to interact in a team 68 environment. A college degree (Associate or higher) may be substituted for 1 year of experience. Working 69 experience with Microsoft office products. 70

(3) Function: Reports directly to the Benefit Supervisor. May lead teams on various projects or tasks. Initiates 72 and/or authorizes benefit payments. Processes benefit applications, QDROS, POAS, etc. Handles customer 73 inquiries and telephone calls. Performs the day-to processing of customer interactions. Performs the intake 74 processing and issuance of benefit determination letters. Supports the database building activities. May be 75 required to travel for data collection trips. Conducts quality reviews to ensure work meets quality standards. 76

General Clerk III 78

(1) Education: High School Diploma or GED 79

(2) General Experience: Two years of related experience. Must be able to exercise analysis and experience in 80 selecting documented procedures to follow in searching for, interpreting, selecting, or coding items to be 81 entered from a variety of source documents. 82

(3) Function: Provides overall administrative and clerical functions for the processing activities. Performs a variety 83 benefit administration tasks assigned to higher level staff. 84

Administrative Assistant 86

(1) Education: High School Diploma or GED 87

(2) General Experience: One (1) year experience working in an office environment. Proficiency in computer-based 88 word processing and spreadsheet software. 89

(3) Function: Provides administrative support to the Program Manager. Performs tasks such as but not limited to 90 ordering supplies, coordinating travel arrangements assisting in preparing monthly reports, etc. 91 Technical Support Assistant (Key Personnel) 93

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(1) Education: Bachelor’s Degree 95

(2) General Experience: Three years’ experience running database queries, sorting and manipulating data, etc. 96

Four (4) years of experience may be substituted for a degree. 97

(3) Function: Runs reports and queries against PBGC’s databases to support the office processing activities. 98

Provides the following support: (1) installs, moves, adds, and changes IT equipment for end-users located at 99 FBA sites including desktops, laptops, monitors, cabling, IT supported local and network printers, IT supported 100 phone hand and headsets per instruction from ITIOD O&M technical staff. (2) performs basic account and PIV 101 card administration functions for end-users located at FBA sites in accordance with PBGC policy and 102 procedures including, but not limited to PIV Card management such as performing PIN resets using light 103 activation stations, and collecting PIV certificates from new FBA-located staff and providing to ITIOD O&M 104 technical staff; (3) facilitates the onboarding process for new staff at their location in accordance with PBGC 105 policy and procedure including, but not limited to: Prepares the workspace, e.g. ensuring it is free of 106 clutter/debris, ensuring appropriate furniture is available (desk, chair, etc). Ensures the IT equipment is ready 107 for use including re-imaging of desktop and laptop operating systems per instructions from ITIOD O&M staff. 108 Supports user’s initial login and password change; then proctor mandatory onboarding training and review 109 and acceptance of Rules of Behavior (RoB) ; (4) receives delivery of PBGC’s equipment, parts and supplies 110 shipped to the FBA as well as ship faulty equipment / excess supplies back to PBGC HQ’s location; (5) record 111 any movement and/or updates to asset location or assignments and provide this information via e-mail to the 112 COR and PBGC IT Asset Management Team within 3 business days of any change; (6) re-image desktop and 113 laptop operating systems per instructions from ITIOD O&M staff upon request; (7) assist with testing / 114 validating IT infrastructure change by providing input on infrastructure performance upon request and by 115 attending and reporting issues or challenges during the monthly FBA LAN Admin meeting; (8) coordinates with 116 facility personnel for facilities support requirements, e.g. HVAC and power problems; (9) serves as a member 117 of the FBA primary COOP team to assist users in the event of an emergency (10) reports issues with desktop 118 and networked printers to ITIOD O&M technical staff in accordance with PBGC procedures and serve as the 119 point of contact for vendor supported (leased) printers. 120

Data Specialist (DMD Support Only) 122

(1) Education: Bachelor’s degree in Accounting, Business, Computer Science, or Information Systems 123

(2) General Experience: The minimum experience requirements in this category include (a) having four (4) years 124 of general auditing experience, (b) have a minimum of three (3) years’ experience with ACL or other data 125 analysis software to develop testing routines and performing advanced data analysis. 126

(3) Function: Perform advanced compilations, merges, manipulations, conversions and/or entering of data into 127 participant databases. Review database entry of Data Analyst to determine errors, trends, consistencies 128 and/or corrections. Performed advanced data analysis, sampling and monitoring of database entries and data 129 elements in participant databases. 130

Data Analyst 132

(1) Education: Has an undergraduate degree 133

(2) General Experience: The minimum experience requirements in this category include having three (3) years of 134 relevant experience in converting and manipulating data to an excel spreadsheet format. An advanced 135 degree or certification may be substituted for one (1) year of experience. 136

(3) Function: Compile, merge, manipulate, convert and/or enter data into participant databases. 137

Records Management Analyst 139

(1) Education: Degree in Information Systems, Library Sciences and or related field; and AIIM Certification. 140

(2) Experience: Able to perform basic level system administration, knowledge of knowledge of RM 141

Page 4 of 6 (6-15-18) principles, NARA, ARMA, AIIM, SharePoint administration, foundational project management 142 experience. 143

(3) Function: Supports team responsible for executing the OBA RIM policies and procedures OBA-wide. Supports 144 all OBA departments and ensures their records management remains compliant and current. Ensures all 145 department records are properly classified, tracks all plans to monitor for plan completion, support the RIM 146 Executive Control Board by bringing forth programs, plans and /or data ready to be dispositioned. Monitor 147 and provide monthly reporting metrics in the OBA RIM program, provide key indicators to the OBA RIM PM 148 and perform any disposition actions on OBA records (e.g. coordinating the destruction of designated records, 149 coordinating off-site records transfer). Ensure records/record types remain current with the OBA plan file and 150 COOP plan. 151

Consultant (Process Improvement & Data Analytics) 153

(1) Education: Bachelor’s Degree or higher 154

(2) Experience: Minimum qualifications; Certified PMP or Project Management professionals with 5 years of 155 experience; 5 years of demonstrated consulting experience to include facilitation, training, process 156 reengineering across all phases and supervision of business process reengineering personnel, change 157 management, business management techniques, organizational development, data modeling, or information 158 system development methods and practices. 159

Senior Consultant (Process Improvement & Data Analytics) 161

(1) Education: Bachelor’s Degree or higher 162

(2) General Experience: Minimum qualifications; A recognized 3rd party Black Belt (BB) certification from ASQ or 163 a recognized Lean Six Sigma certifying authority, with 10 years of experience in process improvement and 164 design; practitioners with more than 10 years of experience, or equivalent. 165

Customer Contact Center Labor Categories 167

Project Manager (CCC) –(Key Employee) 168

(1) Education: B.A./B.S. in business management or an equivalent degree in an associated field 169 from an accredited institution. At least10 years minimum of project management experience 170 may be substituted, if necessary. 171

(2) General Experience: Must have seven years of experience managing and directing all aspects 172 of an inbound contact center and performing workforce management of an operation 173 similar in size and scope, including interface with government officials to report performance 174 data. 175

Quality Assurance Manager (Key Employee) 176

(1) Education: B.A./B.S., or an associate degree in business management or an equivalent 177 degree in an associated field from an accredited institution. At least 8 years of quality 178 assurance management experience may be substituted, if necessary. 179

(2) General Experience: Must have six years of experience overseeing contact center quality 180 programs, staff; developing training programs, and processes that correct quality issues 181 within an operation of equivalent size and scope, interface with government officials to report 182 performance data. 183

Contact Center Supervisor 185

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(1) Education: High School Diploma or an Associate Degree in business management or in an 186 associated field of study from an accredited institution. At least 6 years of call center or 187 project management experience may be substituted, if necessary 188

(2) General Experience: Must have five years of experience supervising daily activities of a 189 contact center, evaluating, and coaching staff, including knowledge of workforce 190 management, monitoring performance, and interfacing with government personnel in an 191 operation similar in size and scope. This will also include controlling and maintaining call 192 quality. 193

Bilingual Contact Center Supervisor 195

(1) Education: High school diploma or an associate degree in business management or in an 196 associated field of study from an accredited institution. At least 6 years of call center or 197 project management experience may be substituted, if necessary. 198

(2) General Experience: Must have five years of experience supervising daily activities of a 199 contact center, evaluating, and coaching bilingual staff or staff demonstrating ethnic 200 linguistic skills, including knowledge of workforce management, monitoring performance, 201 and interfacing with government personnel in an operation similar in size and scope. Must 202 possess the ability to interpret, translate, and write fluently in English and Spanish; this will 203 also include controlling and maintaining call quality. 204

Quality Assurance Specialist 206

(1) Education: High school diploma, or an Associate Degree in a closely related field from an 207 accredited institution. At least 3 years of experience performing quality assurance and 208 customer service training experience may be substituted, if necessary. (The Contractor shall 209 provide during the life of the contract a mix of English and bilingual Quality Assurance 210 Specialist staff.) 211

(2) General Experience: Must have four years of experience in monitoring and maintaining 212 inbound call interactions for quality e.g. evaluating staff, providing feedback to improve 213 performance, and providing training to staff in an operation similar in size and scope. 214

Lead Agent 3 (Lead Agent) 216

(1) Education: High school diploma, or an Associate Degree in a closely related field from an 217 accredited institution from an accredited institution. At least two (2) years of customer service 218 or quality assurance training experience may be substituted, if necessary. 219

(2) General Experience: Must have two (2) years of experience as a Customer Service 220 Representative or at least one (1) year demonstrated experience to handle inquiries that are 221 moderate complex, or unusual problems requiring a customized communication solution or 222 information; and assisting Level 1 and Level 2 agents providing coaching and feedback. 223

Level 2 Agent - (Customer Service Representative) 225

(1) Education: A GED or high school diploma. Demonstrated keyboard skills, and verbal and 226 written proficiency in English language or have bilingual skills to facilitate clear and accurate 227 exchange of information with callers. 228

(2) General Experience: Must have at least six months of experience as a Level 1 CSR and must 229 have a consecutive average monthly call quality score of 90 or better and a technical 230 proficiency score of 95 or better. Demonstrated ability to handle routine and non-routine and 231

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Level 1 Agent (Customer Service Representative) 234

(1) Education: A GED or high school diploma is required. 235

(2) General Experience: At least six months to one year of experience working in an office setting 236 answering telephones, retail, etc., or in a similar setting, including demonstrated keyboard 237 board skills, and verbal and written proficiency in English language to facilitate clear and 238 accurate exchange of information to callers. 239