2.1. Requested Scope of Services The vendor must have a broad array of objective assessments, suitable for assessing, over the course of a year, the current skills of the City’s Citizen Support Center agents and supervisors. These assessments should be administered at a minimum of three (3) times during the course of the contract, at the beginning, midpoint, and end. 2.2. 1. Acquire the right agents A. Develop a methodology to hire the best agents, using objective assessments, simulations, interview questions, and identify other qualities of best agents. B. Prove the methodology by hiring staff as needed during 2025 C. Train the Citizen Support Center leadership in the methodology 2.3. 2. Assess current agents and upskills A. Develop a methodology to assess current agents, using objective assessments, call review, and metrics B. Develop training to close gaps and grow skills C. Coach all agents, developing a regular cycle of review/feedback/training for all D. Identify coach(s) and train them on this process 2.4. 3. Review Citizen Support Center agent procedures and, working with the CITO, redesign as necessary and implement improvements A. Train all agents and 311 Citizen Support Center staff on the changes 2.5. 4. Work with the CITO on organizational design A. Review and, as necessary, re/draft job descriptions 1. NOTE: This does not include current Union positions. B. Assess comparable Citizen Support/Call Centers and calculate market salary ranges C. Identify several levels of additional staff above the Call Center Agent level and develop job descriptions. D. Develop Director job description
