Single Point of Contact (SPOC)
Single Point of Contact (SPOC)
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Job Description
Position Description:
CGI Federal has been awarded a contract from the U.S. Department of State to implement the Global Support Strategy (GSS) 2.0 program in Task Order CHAM which includes Mainland China Hong Kong and Mongolia. The GSS 2.0. contract will provide support services for nonimmigrant and immigrant visa operations and American Citizen Services at United States Consulates and Embassies including but not limited to public inquiry services appointment services fee collection services document delivery services and data collection services.
Your future duties and responsibilities:
The Single Point of Contact (SPOC) will serve as the primary source of information monitoring and reporting for the country(s) assigned. The SPOC will ensure that the highest quality of customer service is being provided to our clients in the country or region of responsibility. Your consular district of responsibility is TBC.
Additionally you will be the General Manager for the CGI Federal WFOE based in Shanghai.
2. Principal Duties and Responsibilities
Information Services
o Assist with updates to the GSS website as needed and directed by the Task Order Manager.
o Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
o Ensure that email templates or canned responses are up to date and accurate.
o Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
o Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
o Manage the IVR and the recordings in place.
o Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.
o Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
Appointment Services
o 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.
o Provide training to US Embassy or Consulate Staff on appointment functionality in Atlas.
Document Delivery Services
o Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
o Monitor document delivery incidents and ensure timely reporting on resolution.
o Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
o Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
Fee Collection Services
o Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
o Daily reconciliation of amounts swept versus receipts created.
o Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.
o Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
Greeter Services (where applicable):
o Monitor greeter services.
o Ensure that the appropriate number of greeters are present as required.
o Ensure that greeters are properly dressed as stipulated in the parent contract.
o Serve as a greeter to meet applicants for appointments when needed.
Client Coordination:
o Coordination visitation and communication with the U.S. Embassy or Consulate on an as needed basis with prior approval of the Task Order Manager.
o Ensure that U.S. Embassy or Consulate personnel are adequately equipped/trained to utilize GSS services in the country or area assigned.
o Answer questions effectively and accurately from the client within agreed upon timeframe.
o Escalate cases as needed to the Task Order Manager.
Reporting:
o Communicate daily via email or teleconference with the Task Order Manager.
o Draft and assist in the development of Weekly Monthly SLA Quality and Risk Reports.
o Monitor Service Level Agreements or SLA metrics and report issues.
o Draft meeting minutes covering every phone or in person conference held with service vendors or U.S. State Department personnel.
o Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of CGIs fraud prevention plan.
In relation to the WFOE be the General Manager and in charge of the following responsibilities:
o Liaison with the Hongkou district authorities (and with our lawyers from Baker & McKenzie as needed).
o Prior to obtaining the services of Baker & McKenzie loop in the TOM and the PM who will work with our CGI Legal team to make that determination.
o Dealing with applicants who reached out directly to the WFOE (complaints that also reached the Hongkou district level).
o Liaison with the Hongkou CGI offices (Richard Business Center) regarding the need to file reports in the business public declarations online system.
3. Supervision Received
o Supervision will be provided by the Task Order Manager. However this position requires significant ability to operate and excel independently.
Required qualifications to be successful in this role:
o Bachelor Degree (advanced degree and/or PMP preferred).
o Eight (8) years of progressive experience managing the implementation execution and oversight of programs including two (2) years leading diverse teams to foster customer service innovative solutions and proactive communication.
o Experience in client relations vendor management and customer service management.
o Call center experience valued.
o Experience in drafting management business technical and personnel reports reviews and documents for internal and external use.
o Proficiency in MS Office (Word Excel Outlook and PowerPoint).
o Knowledge of Microsoft Dynamics is an advantage.
Language Skills
o Proficient in speaking and writing in English. Proficient in one or more local languages (Mandarin for China / Cantonese for Hong Kong / Mongolian for Wuhan SPOC is a plus).
o Proficient in speaking and writing in Mandarin Chinese.
Interpersonal Skills
o Ability to work independently while being part of a virtual effective team.
o Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
o Flexibility in work hours and full availability during work week. Infrequent emergencies may happen on the weekend and require the task order teams attention.
o Excellent oral and written communication skills.
o Ability to conduct research to solve problems and execute solutions.
o Superior organizational skills high level of punctuality work ethic and discretion.
o Ability to build and maintain effective relationships with the client team members and various service vendors.
Ability to obtain appropriate security certification as outlined by the government.
Skills:
- Client Delivery
- Client Management
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Employment Type
Full-Time
