Specifications include, but are not limited to: a) The ability to maintain and manage the necessary time of availability, compensating for changes in the time zones depending on the physical location of the Contractor. b) The ability to maintain the weekend or holiday hours that coincide with the start of UNLV semesters (“holiday” references MLK Day as the most likely, but may not be the only one). c) Handle the individual call volumes in their entirety, controlling to reduce wait times for those who call, while accelerating the calls to completion to reduce costs and accelerate support outcomes. (Helping students through completion, so they do not call back is the ideal resolution to manage – not just fewer or shorter call outputs.) d) Effectively interface with all UNLV technological platforms from the position of a colleague of UNLV, so the recorded responses appear on institutional queries and cross-departmental research threads looking for students who are interacting with the campus. Tracking this content in 3rd party applications is only partially helpful and less so for cross-departmental teams looking for interactive data. e) Appropriately address topics, issues, and concerns to conclusion while anticipating next step questions and confirming that the things that need attention are reminded since you have them in contact. f) Recognizing the threshold between the 80/20 metrics to isolate a clear understanding of the line that determines when to respond and when to escalate to UNLV for more directed responses. g) Ability to provide timely, regular data reports that helps reaffirm the success of the students who are receiving support and not just the metrics that determine how much interactions are encountered by the Contractor’s team. h) Quarterly update meetings to anticipate the traffic and support necessary to facilitate the upcoming semester plus a communication outcome to break down the outcomes from the semester in a post-mortem briefing to ensure the relationship and communication between the Contractor and UNLV is strong and that each side has what is necessary to be successful.
