MAS - Pearl Interactive Network LLC - 47QTCA21D001A

General Services Administration Federal Acquisition Service

Authorized Federal Supply Schedule Price List

Multiple Award Schedule - MAS

CONTRACT NUMBER: 47QTCA21D001A

Information Technology Category

Period Covered by Contract:

November 02, 2020 – November 01, 2025

Pearl Interactive Network, Inc.

1103 Schrock Road Suite 109

Columbus, Ohio 43229

UEI: FQKFHNVVTBN3

Phone: 614.258.2943

Website: www.pinsourcing.com Email: busdev@pinsourcing.com

Business Size: Small Business, Women-Owned Small Business (WOSB), HUBZone Small Business, Women-Owned Business

Effective 11/02/2020 – Pricelist current through Modification A812 of 11/20/2020

For more information on ordering go to the following website: https://www.gsa.gov/schedules. On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA Advantage!®, a menu-driven database system. The internet address GSA Advantage!® is:

GSAAdvantage.gov.

http://www.pinsourcing.com/ mailto:busdev@pinsourcing.com

Multiple Award Schedule Contract No. 47QTCA21D001A

1a. TABLE OF AWARDED SPECIAL ITEM NUMBERS (SINs):

• SIN 54151S: Information Technology Professional Services

• SIN 561422: Automated Contact Center Solutions (ACCS)

• SIN 541611 Management and Financial Consulting, Acquisition and Grants

Management Support, and Business Programs and Project Management

• SIN 624SS Social Services Professional Counseling

• Order Level Materials

1b. Lowest Priced Model Number and Price for Each SIN: See Page 4.

1c. Hourly Rates: See Page 4.

2. Maximum Order: $500,000

3. Minimum Order: $100

4. Geographic Coverage: Domestic and Overseas

5. Point(s) of Production: US

6. Discount from List Prices: Government Net Prices (discounts already deducted)

7. Volume/Quantity Discount: .5% discount for orders equal to or greater than $250K

8. Prompt Payment Terms: Information for Ordering Offices: Prompt payment terms cannot be negotiated out of the contractual agreement in exchange for other concessions. Net 30 days.

9. Foreign Items: None

10a. Time Of Delivery: As Negotiated

110b. Expedited Delivery: As Negotiated

10c. Overnight and 2-Day Delivery: As Negotiated

10d. Urgent Requirements: As Negotiated

11. FOB Point: Destination, 48 contiguous states and Washington, DC, as well as Alaska, Hawaii, and

Puerto Rico

12a. Ordering Address:

Pearl Interactive Network, Inc.

Columbus, Ohio 43229

12b. Ordering Procedures: See Federal Acquisition Regulation (FAR) 8.405-3.

13. Payment Address:

Pearl Interactive Network, Inc.

GSA AWARDED TERMS AND CONDITIONS

Pearl Interactive Network, Inc.

Columbus, Ohio 43229

14. Warranty Provision: Contractor’s standard commercial warranty

15. Export Packing Charges: Not Applicable

16. Terms and Conditions of Rental, Maintenance, And Repair: Not Applicable

17. Terms and Conditions of Installation: Not Applicable

18a. Terms and Conditions of Repair Parts Indicating Date of Parts Price Lists and Any

Discounts from List Prices: Not Applicable

18b. Terms and Conditions for any Other Services: Not Applicable

19. List of Service and Distribution Points: Not Applicable

20. List of Participating Dealers: Not Applicable

21. Preventive Maintenance: Not Applicable

22a. Special Attributes Such as Environmental Attributes: Not Applicable

22b. SECTION 508 COMPLIANCE FOR Information and Communication Technology (ICT): Not applicable.

23. SAM UEI: FQKFHNVVTBN3

24. Notification Regarding Registration in System For Award Management (SAM) Registration Database: Pearl Interactive Network is current in SAM.

SIN 54151S: Information Technology Professional Services

PRICE SHEET

SIN 54151S YEAR 1

Price Offered to GSA

YEAR 2

Price Offered to GSA

YEAR 3

Price Offered to GSA

YEAR 4

Price Offered to GSA

YEAR 5

to GSA

SIN

Labor

Categories

Effective:

November 02, 2020 – November 01, 2021

Effective:

November 02, 2021 – November 01, Effective:

November 02, 2022 – November 01, Effective:

November 02, 2023 – November 01, 2024

Effective:

November 02, 2024 – November 01, 2025

54151S IT

Quality Assurance Specialist

$57.35 $58.50 $59.67 $60.86 $62.08

54151S IT Trainer $75.80 $77.32 $78.86 $80.44 $82.05

54151S IT IT Project Manager $101.96 $104.00 $106.08 $108.21 $110.37

54151S IT IT Specialist $115.87 $118.19 $120.55 $122.96 $125.42

54151S IT Subject Matter Expert $162.22 $165.46 $168.77 $172.15 $175.59

SIN 54151S IT Professional Services Labor Category Description

IT Project Manager Minimum/ General Experience and Years: Four (4) years of general experience. Six (6) years of general experience is considered equivalent to a bachelor’s degree. With a master’s degree, no specific experience is required. This position requires more than 4 years’ experience with a conceptual and working knowledge of software engineering, software development, operating systems, files systems, database systems, and data communications. Specific working knowledge of Internet programming languages and development environments is required. Knowledge of industry applications and implementation techniques is required.

Understanding related to IT Project Management tools and techniques is essential.

Functional Responsibility: Provides overall direction and IT project management of the analysis, design, and implementation of applications. Projects may include the development of new applications, modifications to existing applications, or integration with existing applications. Ensures efficient use of personnel and equipment assigned to projects.

Minimum Education: Bachelor’s degree or appropriate combination of education and experience.

Subject Matter Expert Minimum/ General Experience and Years: Works in a lead position and offers over 10 years of professional experience (except where education compensates).

Functional Responsibility: Possesses and applies a comprehensive knowledge of particular field of specialization to the completion of difficult assignments. Functions as a senior technical authority on a given project, serving as a primary decision maker for technology decisions. Also responsible for providing technical leadership during crucial, early phases of an information technology initiative, focusing particularly on requirements gathering, technology selection, and initial systems design. This position requires a thorough understanding of development, lifecycle, as well as planning and estimating experience required on complex projects. May train junior level personnel in technical complexities of assigned work, recommends changes in procedures, operates with full latitude for actions or decisions not reviewed and reviews progress with management.

Minimum Education: Bachelor’s degree or appropriate combination of education and experience.

IT Specialist Minimum/General Experience: At least 5 years of related experience or equivalent.

Functional Responsibility: Position is responsible for understanding all technical requirements of integrating client systems to the company’s internal systems, including but not limited to networking, telephone, email, and CRM systems. Specifies and directs the purchase of equipment and software needed to ensure connectivity and integration. Oversees the implementation of all required hardware, software, and network connectivity with the client. Specifies and directs the purchase of all equipment and software needed by internal team members to deliver contracted services. Oversees the implementation of all required hardware, software, and network connectivity within the company. Serves as liaison between the company and all external hardware, software, networking, and IT services vendors. Maintains up to date knowledge of technologies used in the contact center environment to ensure smooth operations and forward-looking plans. Interacts and maintains contact with various management levels within a vertical or operating unit in addition to the client concerning the management and oversight of a team or work unit, operational decisions, delivery and strategy decisions, and contractual obligations/clarifications.

Minimum Education: Bachelor’s degree or appropriate combination of education and experience.

Trainer Minimum/ General Experience and Years: A combination of education and 3-5 years relevant experience.

Functional Responsibility: Responsible to plan, coordinate, and conduct training for new and existing employees to build and maintain a capable, efficient, and effective workforce that meets the organizational goals by using industry best practices for training development. Organizes training material to educate employees during the implementation process of strategic and standard techniques. Assists with development and delivery of specific learning and evaluates training outcomes. Conducts ongoing training to ensure consistent and complete understanding of the knowledge and skills required to report accurate and timely data collections. Secures training space, classroom set-up, training resources, and collection and entry of training data. Monitors progress of trainees and provide continuous support to improve knowledge and understanding to aid in job performance. Maintains training materials to ensure that all staff are kept up to date with any policy, procedures and application changes that occur. Assists in the evaluation of the effectiveness of training based upon formal and informal feedback from employees and customers.

Minimum Education: Bachelor’s degree or appropriate combination of education and experience.

Quality Assurance Specialist Minimum/ General Experience and Years At least 2-3 years of related experience or equivalent.

Functional Responsibility: Quality Analyst monitors and evaluates various transaction types to identify issues that cause errors, inefficiency, and end user dissatisfaction in order to develop improvements, improve the customer experience, decrease costs, and reduce cycle time. Monitors and evaluates various transaction types to identify issues that cause errors, inefficiency, and end user dissatisfaction. Identifies processes and policies that are incorrect, inconsistent, or do not meet the need of the end user or stakeholders. Recommends corrective and preventative actions to improve performance through improved processes, policies, training, systems, etc. Maintains accountability for accurately completing observations using required systems, standards, and tools. Successfully participates in calibration sessions to ensure alignment to overall Quality Assurance (QA) vision. Maintains overall balanced performance (productivity, attendance, etc.). Retains current knowledge regarding applicable policies, processes, and regulations.

Researches and gathers data for special projects and initiatives.

Minimum Education: Bachelor’s degree or appropriate combination of education and experience.

SIN 561422: Automated Contact Center Solutions (ACCS)

SIN 54151S

YEAR 1

Price Offered to GSA

YEAR 2

Price Offered to GSA

YEAR 3

Price Offered to GSA

YEAR 4

Price Offered to GSA

YEAR 5

to GSA

Labor

Categories

Effective:

November 02, 2020 – November 01, Effective:

November 02, 2021 – November 01, 2022

Effective:

November 02, 2022 – November 01, Effective:

November 02, 2023 – November 01, Effective:

November 02, 2024 – November 01, 2025

561422ACCS Administrative Support $26.58 $27.12 $27.66 $28.21 $28.77

561422ACCS Care Navigator $30.39 $31.00 $31.62 $32.26 $32.90

561422ACCS

Customer Service Representative

(CSR)

$32.41

$33.06

$33.72

$34.39

$35.08

561422ACCS

WFO Labor Hours

$39.60 $40.39 $41.20 $42.03 $42.87

561422ACCS WFO Site Specialists I $39.64 $40.43 $41.24 $42.07 $42.91

561422ACCS Quality Analyst $39.86 $40.65 $41.47 $42.29 $43.14

561422ACCS Suitability Clerk $42.39 $43.23 $44.10 $44.98 $45.88

561422ACCS WFO Site Specialists II $43.60 $44.47 $45.36 $46.27 $47.19

561422ACCS Supervisor $48.02 $48.98 $49.96 $50.96 $51.97

561422ACCS Surveyor $48.18 $49.15 $50.13 $51.13 $52.15

561422ACCS HR Recruiter $51.76 $52.79 $53.85 $54.93 $56.03

561422ACCS Site Administrator $55.40 $56.50 $57.63 $58.79 $59.96

561422ACCS Quality Manager $57.35 $58.50 $59.67 $60.86 $62.08

Contact Center Support

$63.64 $64.92 $66.21 $67.54 $68.89

561422ACCS Recruiting Supervisor $66.24 $67.57 $68.92 $70.30 $71.70

Contact Center Information Engineer

$67.28 $68.62 $70.00 $71.40 $72.83

561422ACCS WFO Site Supervisor $68.21 $69.57 $70.96 $72.38 $73.83

561422ACCS HR Manager $68.32 $69.68 $71.08 $72.50 $73.95

561422ACCS Operations Manager $73.78 $75.25 $76.76 $78.29 $79.86

561422ACCS Trainer $75.80 $77.32 $78.86 $80.44 $82.05

561422ACCS Sr. Site Manager $89.50 $91.29 $93.12 $94.98 $96.88

561422ACCS Project Manager $101.96 $104.00 $106.08 $108.21 $110.37

561422ACCS Program Manager $105.39 $107.50 $109.65 $111.85 $114.08

561422ACCS Subject Matter Expert $162.22 $165.46 $168.77 $172.15 $175.59

561422ACCS Consultant $185.39 $189.10 $192.88 $196.74 $200.67

SIN 561422 Automated Contact Center Solutions (ACCS) Labor Category Description

Admin Support Minimum/ General Experience and Years: 0-2 years of related experience Functional Responsibility: Provides general administrative support to program management staff.

Educational Requirements: High School Degree or appropriate combination of education and experience.

Care Navigator Minimum/ General Experience and Years: 0-2 years of related experience Functional Responsibility: Provides information and guidance for callers trying to navigate care services for themselves or their family members. Refers for services in community-based medication assisted treatment programs. Establishes and maintains relationships with local, state, and federal agencies and local service providers, such as the local Area Agencies, Social Services, Community Action Agency, etc.

Keeps a current, updated directory of community services and makes it available to residents, families, and management. Documents contact with residents, providers, and families.

Educational Requirements: High School Degree or appropriate combination of education and experience.

Customer Service Representative (CSR) Minimum/ General Experience and Years: 0-2 years of related experience Functional Responsibility: Responds professionally, accurately, and completely to requests to customer inquiries by required channel to provide non-technical problem resolution. Resolves routine and basic problems and communicates solution or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. May utilize a customer relationship application or database to record activities and research product information.

Provides administrative support in a variety of functions to an individual, team, department, or other group in an organization.

Educational Requirements: High School Degree or appropriate combination of education and experience.

Consultant Minimum/ General Experience and Years: To be determined based up project requirements Functional Responsibility: Team member contributing to consulting staff client assignments within specified guidelines. Performs a variety of tasks that require both practical experience and theoretical, state-of-the-art, technical knowledge in specialty area. Understands overall purpose of task assignment.

Educational Requirements: To be determined based up project requirements.

Contact Center Information Engineer Minimum/ General Experience and Years: 5-10 years of related experience Functional Responsibility: Participates in the requirements definition process; Performs conceptual design, detailed design, code, and unit test of critical software programs within a subsystem; Leads integration testing of programs within a subsystem; Generates formal design documentation; Generates Interface Control Documents, documenting the interfaces between programs; Supports the development of Acceptance Test Plan and Procedures documents; Supports the development of customer design review materials; Designs, develops, and manages databases.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Contact Center Support Specialist Minimum/ General Experience and Years: 1-2 years of related experience Functional Responsibility: Installs, configures, and supports an organization's local area network (LAN), wide area network (WAN), and Internet systems or a segment of a network system. Monitor network to ensure network availability to all system users and may perform necessary maintenance to support network availability. May monitor and test Web site performance to ensure Web sites operate correctly and without interruption. May assist in network modeling, analysis, planning, and coordination between network and data communications hardware and software. May supervise computer user support specialists and computer network support specialists. May administer network security measures.

Educational Requirements: High School Degree or appropriate combination of education and experience.

HR Manager Minimum/ General Experience and Years: 3-5 years of related experience Functional Responsibility: Oversees the management of human resources programs including benefits administration, business administration, classification, compensation, employee relations, ethics, human capital planning and analysis, HRIS Management, HR reporting, performance management, personnel suitability, policy and compliance, staffing, and training and development. Develops and administers various Human Resources plans, procedures, and projects for all company personnel and lines of business.

Ensures compliance with all federal, state, and local employment laws and applies within a government sub-contracting setting. Ensures compliance with FMLA, ADA, Title VII, ACA and other federal and state laws & regulations, Affirmative Action Plan, EEO-1, and VET-100 reporting annually.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

HR Recruiter Minimum/ General Experience and Years: 1-2 years of related experience Functional Responsibility: Responsible for recruitment strategies to proactively attract, recruit, source, interview and select candidates with the right talent based on defined skill sets. Achieves staffing objectives by establishing external referral relationships, utilizing strategic sourcing methodology in order to pursue the best active and passive candidates.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Operations Manager Minimum/ General Experience and Years: 3-5 years of related experience Functional Responsibility: Responsible for managing local scheduling and real-time operations that facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals. Oversees daily activities of call center operations to maximize scheduling and real-time utilization of resources; analyzes and recommends part-time, flexible, and full-time employee mix for the site or program. Interfaces with central operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs, and receives direction on real-time staffing increases or decreases.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Program Manager Minimum/ General Experience and Years: 5-10 years of related experience Functional Responsibility: Responsible for directing the performance of a contact center program and complexity of the IT infrastructure/ IT requirements/tools. Responsible for the effective management of funds and personnel and is accountable for the quality and timely delivery of all contractual items. Operates within client guidance, contractual limitations, and Company business and policy directives. Ensures that all required resources including staff, equipment, contact center solutions, and facilities are available for program implementation and ongoing operations. Manages, leads, directs and reviews the work of a team who exercise latitude and independence in their assignments.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Project Manager Minimum/ General Experience and Years: 5-10 years of related experience Functional Responsibility: Performs day-to-day management of contract support operations, possibly involving multiple tasks and groups of personnel at multiple locations, on a single project. Demonstrates skills in the scope of work encompassed by the task order; provides technical guidance to the project team in performance of the work and reviews the quality of all work products. Organizes, directs, and coordinates the planning and production of all contract support activities. Responsible for staffing, project planning, project financials, and staff direction and oversight. The Project Manager maintains and manages the client interface at the COTR levels of the client organization. Assists the Program Manager as required in managing contract performance.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Quality Analyst Minimum/ General Experience and Years: 1-2 years of related experience Functional Responsibility: Perform Quality Assurance audits to identify trends and report findings. Ensure teams are meeting daily quality audit goals. Determine new trends through call observation/reporting and propose methods of changing trends through training or other processes. Partners with supervisors/trainers/managers to identify skill improvement opportunities and makes recommendations on how to solve for knowledge gaps. Attends supervisor team meetings to speak to what QA is hearing and provide feedback to call center agents. Attends calibration session to ensure all required guidelines are understood and are being followed. Keeps up to date on all Cups, Desk-to-Desk and other trainings to remain a subject matter expert.

Educational Requirements: High School Degree or appropriate combination of education and experience.

Quality Manager Minimum/ General Experience and Years: 4-8 years of related experience Functional Responsibility: Conduct Quality Assurance audits to identify trends and report findings.

Responsible for ensuring teams meet daily quality audit goals. Determines new trends through call observation/reporting and propose methods of changing trends through training or other processes.

Partners with supervisors/trainers/managers to identify skill improvement opportunities and makes recommendations on how to solve for knowledge gaps. Attends supervisor team meetings to speak to what QA is hearing and provide feedback to call center agents. Attends calibration session to ensure all required guidelines are understood and are being followed. Keeps up to date on all Desk-to-Desk and other trainings to remain a subject matter expert.

Educational Requirements: Bachelor's Degree or appropriate combination of education and experience.

Recruiting Supervisor Minimum/ General Experience and Years: 5-10 years of related experience Functional Responsibility: Supervises regional talent acquisition consultants, coordinators and support staff and is responsible for the performance management and hiring of these employees. Fills a variety of assigned positions in operations and management. Develop and maintain candidate pools for a proactive recruiting function. Develops new strategies and programs to attract candidates. Works closely with talent acquisition manager to share best practices, aids on critical needs and coordinate on national-level initiatives. Oversee staff in properly determining applicant qualifications by interviewing applicants;

analyzing responses; verifying references; comparing qualifications to job requirements.

Educational Requirements: Bachelor's Degree or appropriate combination of education and experience.

Site Administrator Minimum/ General Experience and Years: 0-2 years of related experience Functional Responsibility: Provide administrative support to center management working across multiple computer applications within the MS Office Suite and several web-based applications. The Site Administrator will focus on producing high quality deliverables.

Educational Requirements: Bachelor's Degree or appropriate combination of education and experience.

Sr. Site Manager Minimum/ General Experience and Years: 2-4 years of related experience Functional Responsibility: Responsible for driving the overall execution of function specific business unit goals. This role is directly responsible for the customer experience on inbound calls/communication. Works closely with the Operations and Customer Care teams to ensure that quality, productivity and Key Performance Indicators are achieved and will assist Corporate VP of Operations in effectively managing client relationships and expectations in a manner that benefits the company, as well as the client.

Educational Requirements: Bachelor’s Degree or appropriate combination of education and experience.

Suitability Clerk Minimum/ General Experience and Years: 0-2 years of related experience Functional Responsibility: Manages the suitability process for all new staff. This position assists with other administrative aspects of the life cycle of employees such as, personnel records, recruitment, benefits, and audits. Ensures all candidates have the proper forms and supporting documentation to ensure a quick, accurate, and seamless suitability application process Educational Requirements: High School Degree or appropriate combination of education and experience.

Supervisor Minimum/ General Experience and Years: 6 months supervisor or leadership experience required. Minimum 2 years customer service, leadership and team interaction skills are required.

Functional Responsibility: Responsible to provide supervision and leadership to Customer Service Representatives with the goal of meeting program objectives and designated contract service level agreements. Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates. Organize workflow and ensure that employees understand their duties or delegated tasks. Receive complaints and resolve problems, referring to Human Resources when appropriate. Maintain timekeeping and personnel records. Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises. Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met. Assume leadership responsibility for department tasks and call center activities as required.

Educational Requirements: Bachelor's degree or appropriate combination of education and experience.

Surveyor Minimum/ General Experience and Years: Minimum 6 months customer service, secretarial, and/or telemarketing experience required or equivalent military experience.

Functional Responsibility: Responsible for answering in-coming phone calls from consumers, providing knowledgeable responses to inquiries in a courteous and professional manner. Assists caller with filling out questionnaire and submitting it electronically for processing.

Educational Requirements: High School diploma or appropriate combination of education and experience.

Subject Matter Expert Minimum/ General Experience and Years: Works in a lead position and offers over 10 years of professional experience (except where education compensates).

Functional Responsibility: Possesses and applies a comprehensive knowledge of particular field of specialization to the completion of difficult assignments. Functions as a senior technical authority on a given project, serving as a primary decision maker for technology decisions. Also responsible for providing technical leadership during crucial, early phases of an information technology initiative, focusing particularly on requirements gathering, technology selection, and initial systems design. This position requires a thorough understanding of development, lifecycle, as well as planning and estimating experience required on complex projects. May train junior level personnel in technical complexities of assigned work, recommends changes in procedures, operates with full latitude for actions or decisions not reviewed and reviews progress with management.

Minimum Education: Bachelor's degree, or appropriate combination of education and experience.

Trainer Minimum/ General Experience and Years: 5 years customer service and training or equivalent military experience required Functional Responsibility: Responsible to plan, coordinate, and conduct training for new and existing employees to build and maintain a capable, efficient, and effective workforce that meets the organizational goals by using industry best practices for training development. Organizes training material to educate employees during the implementation process of strategic and standard techniques. Assists with development and delivery of specific learning and evaluates training outcomes. Conducts ongoing training.

to ensure consistent and complete understanding of the knowledge and skills required to report accurate and timely data collections. Secures training space, classroom set-up, training resources, and collection and entry of training data. Monitors progress of trainees and provide continuous support to improve knowledge and understanding to aid in job performance.

Educational Requirements: Bachelor's degree or appropriate combination of education and experience.

WFO Labor Hours Specialist Minimum/ General Experience and Years: 2 year of call center experience Functional Responsibility: Responsible for performing tasks related to the verification of hours worked by the U.S. Census Questionnaire Assistance call center employees as related to call center forecasts. This position will support tracking of personal records and requires acute attention to detail. Works with a remote team & site leadership to aggregate forecast data and speak to variances between projected and actual hours by utilizing daily reports from available sources. (ACD (Automated Call Distribution), Time Keeping Systems (TKS), Scheduling software). Compares data from a variety of systems to ensure timely and accurate timecards are submitted each pay period. Creates excel spreadsheets with complex formulas for data comparison from multiple systems to include Workforce Management and TKS.

Educational Requirements: Associate degree or appropriate combination of education and experience.

WFO Site Specialists I Minimum/ General Experience and Years: 3-5 years customer service, leadership, and team interaction skills Functional Responsibility: Monitors in real time CSR schedule adherence and working with local recruiting and site CCO to assign CSRs to schedules.

Educational Requirements: Associates degree or appropriate combination of education and experience.

WFO Site Specialists II Minimum/ General Experience and Years: 5-7 years customer service, leadership, and team interaction skills Functional Responsibility: Monitors in real time CSR schedule adherence and working with local recruiting and site CCO to assign CSRs to schedules.

Educational Requirements: Associates degree or appropriate combination of education and experience.

WFO Site Supervisor Minimum/ General Experience and Years: 8 years customer service, leadership, and team interaction skills Functional Responsibility: Responsible for WFO staffing coverage at all hours of operation.

Supports forecasting, scheduling, and intraday management function. Supervises site WFO specialists on day-to- day operations and WFO payroll coordinator. Partners with local CQA Workforce to monitor real-time CSR schedule adherence. Point of contact for contact center operations to assign CSR schedules for new and existing CSRs.

Educational Requirements: Bachelor's degree or appropriate combination of education and experience.

SIN 541611: Management and Financial Consulting, Acquisition and Grants Management Support, and

Business Program and Project Management Services

SIN 54151S

YEAR 5

Price Offered to

GSA

Labor Categories

Effective: November 02, 2024 – November 01, 541611 Management Consultant

Accountant $71.19

541611 Management Consultant

Admin Assistant $27.31

541611 Management Consultant

Advisor 1 $47.23

541611 Management Consultant

Advisor 2 $50.28

541611 Management Consultant

Advisor 3 $61.63

541611 Management Consultant

Advisor 4 $66.37

541611 Management Consultant

Claims Technician $41.28

541611 Management Consultant

Communication Specialist $39.38

541611 Management Consultant

Consultant I $114.88

541611 Management Consultant

Consultant II $125.32

541611 Management Consultant

Data Entry Operator $36.14

541611 Management Consultant

Multilingual Customer Support I $34.64

541611 Management Consultant

Multilingual Customer Support II $38.76

541611 Management Consultant

Multilingual Customer Support III $42.27

541611 Management Consultant

Multilingual Customer Support IV $43.21

541611 Management Consultant

Operations Manager $81.16

541611 Management Consultant

Planning Coordinator I $31.49

541611 Management

Planning Coordinator II $57.65

541611 Management Consultant

Program Analyst $48.55

541611 Management Consultant

Program Manager $101.45

541611 Management Consultant

Project Manager $136.26

541611 Management Consultant

Quality Analyst $97.27

541611 Management Consultant

Subject Matter Expert $183.05

541611 Management Consultant

Talent Acquisition Lead $62.95

541611 Management Consultant

Trainer $81.02

541611 Management Consultant

Website Administrator I $48.68

541611 Management Consultant

Website Administrator II $90.43

541611 Management

Workforce Manager $97.27

SIN 541611 Management and Financial Consulting, Acquisition and Grants Management Support, and Business Program and

Project Management Services

Labor Category Description Accountant Minimum/General Experience and Years: 1 Year Functional Responsibility: The Accountant is responsible for managing financial records, compiling financial statements, analyzing ledgers, and preparing fiscal reports and tax returns. This role involves auditing accounts to ensure compliance with state and federal regulations, designing and assessing financial controls, and facilitating the financial planning processes. The Accountant also advises on budget forecasts, performs variance analysis, and supports financial decision-making processes by providing accurate financial information and modeling tools.

Educational Requirements: Associate Degree with Two Years of Experience

Admin Assistant Minimum/General Experience and Years: 0 Year Functional Responsibility: The Admin Assistant supports office operations by maintaining records, managing databases, and handling correspondence. This role involves scheduling appointments, preparing documents, coordinating meetings, and ensuring efficient communication across departments. The Admin Assistant enhances office productivity, assists in project management tasks, provides clerical support to other staff, and facilitates the flow of information within the office to support business operations.

Educational Requirements: Two Years of Experience

Advisor 1 Minimum/General Experience and Years: 0 Year

Functional Responsibility: Advisor 1 offers foundational advisory services to clients, guiding them through basic operational, strategic, and planning issues within specified domains. This role supports clients in identifying problems, analyzing possible solutions, and implementing plans with a focus on enhancing effectiveness and achieving specified outcomes. The advisor also assists in developing frameworks, conducting workshops, and providing continuous support throughout the advisory process.

Educational Requirements: High School Degree with Two Years of Experience

Advisor 2 Minimum/General Experience and Years: 2 Years Functional Responsibility: Advisor 2 provides intermediate-level advisory services, including more complex analyses and strategic recommendations across various business functions. This role is crucial in guiding clients through transformational changes and optimizing business processes. Responsibilities include detailed issue analysis, development of tailored solutions, strategic guidance during implementation, and monitoring and evaluating project outcomes.

Educational Requirements: High School Degree with Two Years of Experience

Advisor 3 Minimum/General Experience and Years: 3 Years Functional Responsibility: Advisor 3 delivers advanced advisory services, focusing on critical issues and strategic implementations that influence client success at a high level. This senior position commands expertise over complex problem-solving, strategic decision-making, and influencing organizational change.

The advisor is responsible for leading comprehensive assessments, curating bespoke strategies, and steering clients through significant transformations and long-term improvements.

Educational Requirements: High School Degree with Two Years of Experience

Advisor 4 Minimum/General Experience and Years: 4 Years Functional Responsibility: Advisor 4 is the pinnacle of advisory services, providing expert counsel on highly complex and strategic issues that define and drive the future of client organizations. This role involves critical evaluations, high-stakes decision-making, and the development of innovative strategies that propel significant market and internal advancements. Responsibilities include leading strategic initiatives, managing senior stakeholder relationships, and delivering solutions that transform client businesses comprehensively.

Educational Requirements: High School Degree with Two Years of Experience

Claims Technician Minimum/General Experience and Years: 0 Year Functional Responsibility: The Claims Technician processes insurance claims with accuracy and efficiency, ensuring compliance with policy provisions and regulatory requirements. This role involves reviewing claims to determine covered losses, interacting with claimants to process claims promptly, documenting all claim activities accurately, negotiating claim settlements, and facilitating the claims payment process. The technician must maintain detailed records and communicate effectively with stakeholders to manage claims from initiation to closure.

Educational Requirements: Two Years of Experience

Communication Specialist Minimum/General Experience and Years: 1 Year Functional Responsibility: The Communication Specialist develops and implements communication strategies to effectively convey the organization’s messages across various channels. Responsible for creating content, managing public relations, and overseeing the distribution of internal and external communications, this role enhances brand visibility and engagement. The specialist also monitors media performance, prepares communication materials like press releases and newsletters, and manages crises, ensuring consistent and positive messaging.

Educational Requirements: Two Years of Experience

Consultant I Minimum/General Experience and Years: 4 Years Functional Responsibility: The Consultant I delivers basic consulting services to clients, focusing on analyzing issues, developing solutions, and assisting with the implementation of management systems.

This entry-level position works under supervision to support clients in enhancing operational efficiencies, achieving business objectives, and managing change. Tasks include conducting needs assessments, compiling data, preparing reports, and providing support during the consulting project lifecycle.

Educational Requirements: Associate Degree with Two Years of Experience

Consultant II Minimum/General Experience and Years: 6 Years Functional Responsibility: The Consultant II provides management consulting services at a more advanced level, including developing strategic insights and proposing innovative solutions. This role involves leading project segments, interfacing directly with clients, and overseeing the execution of strategies that improve client operations. Responsibilities include performing detailed analysis, managing projects, guiding junior consultants, and ensuring deliverables meet quality standards and client expectations.

Educational Requirements: Associate Degree with Two Years of Experience

Data Entry Operator Minimum/General Experience and Years: 0 Year Functional Responsibility: The Data Entry Operator specializes in efficiently inputting, updating, and maintaining accurate data across various systems. This role is crucial for managing large volumes of data, ensuring the integrity of the data entered, and supporting quick retrieval and usability. Responsibilities include verifying entered data, resolving discrepancies, utilizing database software optimally, and maintaining confidentiality and compliance with data management standards.

Educational Requirements: Two Years of Experience

Multilingual Customer Support I Minimum/General Experience and Years: 0 Year Functional Responsibility: The Multilingual Customer Support I provide initial customer contact and handle inquiries in multiple languages. This role includes responding to customer questions, documenting interactions in customer relationship management software, and escalating complex issues to higher-level support staff. The position requires adept communication skills in various languages, ensuring customers receive timely and accurate assistance tailored to their linguistic preferences.

Educational Requirements: Two Years of Experience

Multilingual Customer Support II Minimum/General Experience and Years:1 Year Functional Responsibility: The Multilingual Customer Support II offers customer assistance with moderately complex issues in several languages. This role demands a deeper knowledge of products or services and the ability to resolve more intricate customer inquiries. It involves training entry-level support staff, developing customer service protocols, and analyzing customer feedback to enhance service quality.

This position plays a crucial role in maintaining customer satisfaction and loyalty.

Educational Requirements: Two Years of Experience

Multilingual Customer Support III Minimum/General Experience and Years: 2 Years Functional Responsibility: The Multilingual Customer Support III specializes in handling high-level, complex customer issues in multiple languages, often supervising and coaching junior customer support tiers. This role includes managing customer relationships, developing retention strategies, and implementing service improvements based on systematic analysis and feedback. Effective communication across languages and the ability to innovate solutions are paramount.

Educational Requirements: Two Years of Experience

Multilingual Customer Support IV Minimum/General Experience and Years: 3 Years Functional Responsibility: The Multilingual Customer Support IV leads the customer support department in providing exceptional service across multiple languages. This top-tier role oversees all aspects of customer interaction, ensures compliance with international service standards, develops global customer service strategies, and measures performance metrics to guide continuous improvement. The position demands a high level of proficiency in multiple languages and the ability to manage diverse teams.

Operations Manager Minimum/General Experience and Years: 3 Years Functional Responsibility: The Operations Manager ensures the efficient execution of daily business activities, overseeing production, procurement, and general operational flows. This role involves streamlining processes, managing staff, and coordinating logistical support to enhance productivity and meet business objectives. Responsibilities include process optimization, resource allocation, performance monitoring, and implementing operational policies and procedures that promote organizational stability and growth.

Educational Requirements: High School Degree with Two Years of Experience

Planning Coordinator I Minimum/General Experience and Years: 0 Year Functional Responsibility: The Planning Coordinator I assists with the development and implementation of project plans, ensuring timelines, resources, and budget allocations are adhered to. This entry-level position supports senior planners by compiling project documentation, maintaining project schedules, and coordinating meetings and material preparations. The role is essential in facilitating project logistics and contributing to the evaluation of project performance against set benchmarks.

Educational Requirements: Two Years of Experience

Planning Coordinator II Minimum/General Experience and Years: 2 Years Functional Responsibility: The Planning Coordinator II manages and refines project planning processes, supervises entry-level planning coordinators, and contributes significantly to the development of strategies that enhance project outcomes. This role involves more complex duties such as integrating new technologies into project management, proposing improvements to processes, and directly liaising with clients to assess their needs and feedback. The Coordinator II plays a critical role in steering project directions and optimizing resource utilization.

Program Analyst Minimum/General Experience and Years: 1 Year Functional Responsibility: The Program Analyst conducts comprehensive analyses on program performances, develops improvement strategies, and supports program management processes. This role involves evaluating program initiatives, aligning projects with business objectives, and providing analytical support to enhance efficiency and effectiveness. Responsibilities include data analysis, performance reporting, strategic alignment, and supporting program adjustments to optimize outcomes.

Educational Requirements: High School Degree with Two Years of Experience

Program Manager Minimum/General Experience and Years: 2 Years Functional Responsibility: The Program Manager leads the planning, execution, and integration of comprehensive programs that align with organizational goals. This role is responsible for coordinating multiple project teams, managing program resources, and ensuring program deliverables meet quality standards and time constraints. Responsibilities include overseeing program lifecycle, stakeholder communication, risk management, and continuous improvement to achieve strategic objectives efficiently.

Educational Requirements: Associate Degree with Two Years of Experience

Project Manager Minimum/General Experience and Years: 4 Years Functional Responsibility: The Project Manager oversees specific projects from initiation to completion, ensuring goals are met in areas such as timeliness, budget, and quality. This role involves planning project stages, coordinating teams, allocating resources effectively, and maintaining communication with all stakeholders. Responsibilities include schedule management, cost control, quality assurance, and delivering projects that meet or exceed expectations.

Educational Requirements: Associate Degree with Two Years of Experience

Quality Analyst Minimum/General Experience and Years: 2 Years Functional Responsibility: The Quality Analyst ensures that all outputs meet the established standards of quality including reliability, usability and performance required for distribution and the market. This role involves drafting quality assurance policies and procedures, interpreting and implementing quality assurance standards, evaluating adequacy of quality assurance standards, devising sampling procedures and directions for recording and reporting quality data. Responsibilities include reviewing the implementation and efficiency of quality and inspection systems, planning, conducting and monitoring testing and inspection of materials and products to ensure finished product quality.

Educational Requirements: High School Degree with Two Years of Experience

Subject Matter Expert Minimum/General Experience and Years: 8 Years Functional Responsibility: The Subject Matter Expert provides authoritative expertise in a specific domain, supporting project teams on technical complexities and ensuring solution viability. This role involves analyzing requirements, designing solutions tailored to client needs, developing and reviewing technical documentation, and facilitating knowledge transfer sessions. The expert collaborates with cross-functional teams to provide guidance on best practices, improve processes, and contribute to the innovation of services and products.

Educational Requirements: Associate Degree with Two Years of Experience

Talent Acquisition Lead Minimum/General Experience and Years: 2 Years Functional Responsibility: The Talent Acquisition Lead oversees the development and implementation of strategic hiring processes designed to attract and retain top talent. This role coordinates all facets of talent acquisition, from job posting and candidate sourcing to interviewing and final selection.

Responsibilities include optimizing recruitment strategies, managing the recruitment team, enhancing employer branding, and ensuring a positive candidate experience that aligns with organizational goals.

Educational Requirements: Two Years of Experience

Trainer Minimum/General Experience and Years: 2 Years Functional Responsibility: The Trainer develops and delivers educational and training programs that enhance the skills, performance, and productivity of an organization’s employees. This role involves assessing training needs, designing training curricula, delivering courses, and evaluating the effectiveness of training programs. Responsibilities include facilitating workshops, providing one-on-one coaching sessions, and maintaining up-to-date knowledge of training practices and methodologies.

Educational Requirements: Associate Degree with Two Years of Experience

Website Administrator I Minimum/General Experience and Years: 1 Year Functional Responsibility: The Website Administrator I maintains the operational integrity and security of websites.