Staffing Optimization Operations and Support Services

The Vendor is required to provide staffing optimization operations and support services for include:
1. Customer service operations
•    Shall staff, manage, and operate customer service functions across all authority -approved customer access channels, including phone, IVR, email, mail, live chat, and case management, to support customer inquiries, account management, account management, payment assistance, dispute resolution, and customer education in accordance with authority policies and service levels.
2. Payment processing and financial support
•    Support authority payment processing operations by securely handling mailed payments (using the authority -provided BOS), administering authority approved payment plans, maintaining audit trails and reconciliations, and supporting collections-related escalations and payment acceptance in accordance with authority business rules, without performing collections activities.
3. Case management and dispute resolution
•    Manage the full lifecycle of customer inquiries, requests, and disputes within the authority -provided back office system (BOS), including documentation, investigation, resolution, customer response, and escalation, in accordance with authority approved sops, evaluation criteria, and service level agreements. 
4. Mail processing and correspondence support
•    Implement and maintain a secure, auditable workflow for all incoming customer correspondence, including daily logging, scanning, manual image upload to the appropriate customer account, secure retention, routing, and timely response in accordance with authority service level requirements. 
5. Call center and live chat services
•    Provide a fully staffed, multilingual call center and live chat operation that meets authority service level expectations, utilizes authority -approved scripts and knowledge content, monitors performance metrics, and supports continuous improvement through observed customer interaction trends. 
6. Quality assurance and continuous improvement
•    Maintain a comprehensive quality assurance program that evaluates all customer interaction channels for accuracy, professionalism, compliance, and customer satisfaction, and uses audit results to drive coaching, retraining, and continuous operational improvement. 
7. Training and knowledge management
•    Support training delivery and ongoing knowledge management for all center personnel using authority -approved materials, maintain a centralized and searchable knowledge management system with version control, and implement retraining and performance improvement programs as required. 
8. Staffing, personnel management, and facilities
•    Shall recruit, onboard, manage, schedule, and retain qualified personnel and maintain facilities and staffing models sufficient to meet authority operational demands, service level requirements, and projected transaction volumes. 
9. Project management, reporting, and governance
•    Provide structured project management, documentation control, reporting, and participation in authority governance processes during implementation and ongoing operations in accordance with authority schedules, reporting standards, and oversight requirements. 
10. Coordination with authority and third parties
•    Closely with authority staff and authority -contracted system providers to ensure seamless operations, data integrity, issue resolution, and consistent customer experience across all customer service platforms.