Tidal Basin Group

Call Center Representative

• Demonstrate leadership, knowledge, and application of industry contact center support processes, workforce planning, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization.
• Hire the best staff within the team and monitor staff training to ensure new and existing business enablement support team members can deliver on their role-specific mandate, as well as the mission, vision, and values of CX Solutions.
• Day-to-day management of the respective teams to develop and maintain operational programs to meet business objectives.
• Foster an environment of continuous learning, employee development, and innovation.
• Work with the contact center leadership team to define how we can leverage innovative processes, technologies, and proven industry best practices to better enable our operations front line and deliver the highest quality services for our clients.
• Serve as the key knowledge resource and functional lead representing the contact center to internal stakeholders, with a strong understanding of all key performance metrics and their associated drivers.
• Own the continuous development and implementation of critical operating programs such as target setting, proactive goal setting. and incentive programs.
• Drive process improvement and technology optimization to help assist the production teams to manage service SLAs and optimize resourcing to meet future demand.
• Own and implement a culture of performance excellence through client and quality centric program monitoring, and continuous improvement.
• Establish, monitor, and maintain current and future operational policies and procedures (SOPs), performance measures, metrics, and production control processes.
• Conduct process mapping, analysis, and redesign to drive operational improvements. Identify and develop processes to optimize efficiency, productivity, and workflow while ensuring compliance with internal and external controls.
• Successfully lead large projects and help the operations grow and scale over time. Participate in business reviews and help drive discussions to identify and improve outcomes.
• Work with key stakeholders to determine service needs and the 3-5 year roadmap to meet the current and future Contact Center Growth.
• Review opportunities and respond to RFPs.
• Oversee the billing process to ensure accuracy and timeliness. Develop and implement strategies for effective accounts receivable (AR) collection to minimize outstanding balances and improve cash flow.

Contact Center Practice Lead

Project Manager

• Create and execute federally declared disaster recovery project work plans according to the FEMA Public Assistance Recovery process and revise as appropriate to meet changing needs and requirements
• Develop, manage, and maintain the Project Management Plan utilizing the established format
• Ensure disaster recovery project related file folders are created and maintained in SharePoint, or other shared platforms when identified
• Complete required reporting, to include but not limited to: Weekly Project Reports to Tidal Basin Management, Weekly Project Status Reports to the Client, Public Assistance grants management tracking tool
• Ensure the recovery project is proactively managed and executed according to schedule and on budget
• Identify issues as they arise to the Senior Project Manager, if assigned, and/or the assigned Deputy Director/Engagement Manager
• Effectively manage resources to maximize productivity for the contracted client
• Provide ongoing contact with senior leadership and client to ensure satisfaction with project progress and resource utilization
• Monitor and report on project activities related to the FEMA Public Assistance Program

Project Manager – Public Assistance

Proposal Manager

• Write and draft proposal responses, aligning with client requirements and RFP specifications
• Coordinate inputs from internal teams, SMEs, and external stakeholders to compile comprehensive proposal content
• Track progress and manage schedules using project management tools to ensure timely deliverables
• Maintain compliance with RFP requirements, ensuring quality and adherence to organizational standards
• Identify potential risks early, escalate issues, and recommend corrective actions to mitigate delays
• Review and refine proposal content for accuracy, consistency, and compliance
• Implement quality control measures to uphold proposal submission standards
• Support strategic discussions, including SWOT analysis and storyboarding for complex opportunities
• Engage in training programs and workshops to enhance proposal development skills

Proposal Manager – Individual Contributor

• Managing project budget, schedule, and resources to deliver contract requirements and enable disaster recovery and resilience outcomes for communities
• Overseeing the design and implementation of programs and activities in compliance with federal grant requirements and regulations, including 2 CFR 200, National Environmental Policy Act, Davis-Bacon Act, Fair Housing Act, Uniform Relocation Act, duplication of benefits, and others
• Managing project personnel and subcontractors that may consist of subject matter experts, case managers, engineers, architects, inspectors, construction managers, and other critical personnel in support of disaster recovery activities
• Providing effective oversight through the development of controls, policies, and standard operating procedures to meet requirements, manage risk, and ensure client satisfaction
• Coordinating with the finance and project control teams on project financial reporting and forecasting, and invoicing
• Conducting and/or supporting the client with community outreach and engagement
• Supporting business development activities, including proposal writing and reviewing, as needed
• Supervising and mentoring staff

Senior Project Manager

Manager

• Lead and manage all environmental compliance activities across program areas including single-family housing, rental, and infrastructure.
• Conduct and/or oversee Tier 1 (broad-level) and Tier 2 (site-specific) Environmental Reviews.
• Prepare Environmental Review Records (ERRs) in alignment with HUD guidelines (24 CFR Part 58).
• Coordinate with local, state, and federal agencies including SHPO, USFWS, FWC, EPA, and FEMA as applicable.
• Advise program and construction teams on site-specific constraints, required consultations, and mitigation requirements.
• Ensure timely completion of environmental clearance to prevent delays in project obligation and construction.
• Develop and maintain standard operating procedures (SOPs), templates, and QA/QC checklists for environmental review tasks.
• Track program-wide environmental review status and provide weekly updates and reports to leadership.

Environmental Manager

QA Engineer

• Working effectively as part of a team to provide expert quality assurance and quality control services for sheltering and repair programs.
• Review applications for quality set by the Program guidance.
• Review and evaluate applicant intake forms, case manager recommendations for award, final agreements for execution, and income verification for consistency and accuracy.
• Provide feedback and recommendations for case managers.
• Assess income limits and proof of income for applicant files.
• Verify the accuracy of supporting documentation in applicant files.
• Collect, compile, report and maintain necessary data in program tracking systems for statistics and reporting.
• Verify applicant provided documentation with third party resources as determined by the Program.
• Support case managers to prepare client files for closeout once benefits have been provided.

Quality Assurance Specialist – Quality Control

• Write and draft proposal responses, aligning with client requirements and RFP specifications.
• Coordinate inputs from internal teams, SMEs, and external stakeholders to compile comprehensive proposal content.
• Track progress and manage schedules using project management tools to ensure timely deliverables.
• Maintain compliance with RFP requirements, ensuring quality and adherence to organizational standards.
• Identify potential risks early, escalate issues, and recommend corrective actions to mitigate delays.
• Review and refine proposal content for accuracy, consistency, and compliance.
• Ensure deliverables are aligned with proposal objectives and organizational standards.
• Implement quality control measures to uphold proposal submission standards.
• Support strategic discussions, including SWOT analysis and storyboarding for complex opportunities.
• Engage in training programs and workshops to enhance proposal development skills.
• Stay updated on industry trends, best practices, and proposal management tools.

• Supervise QA/QC specialists to provide expert QA/QC services for sheltering or repair assistance
• Supervise the daily workload of QA/QC Specialists
• Manage production goals for the QA/QC unit
• Assign staffing responsibilities
• Meet deadlines in a fast-paced work environment
• Oversee general staff training for the QA/QC reviewers
• Assist with delivery of work orders to vendors
• Identify deficiencies in staff execution and provide training

Quality Assurance Supervisor

• Provide critical support to individuals and communities impacted by Typhoon Halong by delivering timely, compassionate, and accurate assistance in both Yup’ik and English.
• Handle inbound and outbound calls in Yup’ik, providing exceptional customer service, and resolving customer inquiries efficiently.
• Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns.
• Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Escalate complex issues to the appropriate department or leadership for resolution.

Yup’ik Bilingual Contact Center Agent

• Handling inbound and outbound calls
• Providing exceptional customer service
• Resolving customer inquiries efficiently
• Maintain customer records and update databases with relevant information
• Meet daily qualitative and quantitative targets

Contact Center Agent

Financial Planning and Analysis

• Prepare and present financial reports, forecasts, and variance analyses to project management team
• Oversee the allocation and utilization of program resources, including personnel, equipment, and materials
• Conduct regular labor audits and reviews to identify and address any discrepancies or issues
• Prepare detailed financial and resource management reports for internal review and external audit purposes
• Identify opportunities for improving financial and resource management processes and implement best practices
• Provide guidance and training to program staff on policies, procedures, and resource management best practices

Program Finance and Resource Manager

Bilingual

• Do you like making an impact on someone’s life? If so, our Contact Center Agent position may be perfect for you, and we invite you to apply.
• Handle inbound and outbound calls
• Provide exceptional customer service
• Resolve customer inquiries efficiently
• Actively listen and address customer inquiries and concerns
• Make outbound calls to follow up on customer inquiries and issues
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Follow communication scripts and provide product and service information to customers
• Maintain up-to-date knowledge of program policies and procedures
• Adhere to call handling procedures, including protocols for verifying identity and protecting caller privacy
• Process orders, forms, and applications accurately
• Escalate complex issues to the appropriate department or leadership
• Maintain customer records and update databases
• Recognize, document, and alert management team of trends in customer calls
• Meet daily qualitative and quantitative targets
• Perform clerical or administrative tasks and other duties as assigned
• Complete all required compliance training as required.

Contact Center Bilingual Agent – Yup’ik

Data Analyst

• Support management in completing special projects, ad-hoc reporting and analysis requests, and other tasks as assigned.
• Work with partner entities, subcontractors, and clients on data requests.
• Validation of data sets from multiple systems
• Perform reporting as directed for internal systems related to the project within human resources, finance and operational systems.
• Compile and export reporting information from these databases into synthesized reporting products
• Evaluate and maintain data from internal and external stakeholders. Data may originate from multiple sources.
• Data may originate from multiple sources.

• Provide guidance and expertise on Federal regulations (CDBG-DR, cross-cutting Federal requirements, Duplication of Benefits, etc.) and translate them into the implementation of programs.
• Review and summarize federal regulations, including Federal Register Notices and HUD guidance.
• Perform program implementation and administration activities in compliance with HUD and other regulations.
• Oversee delivery of CDBG-DR activities in conformance with HUD-approved Action Plans and Amendments.
• Perform and oversee Grant Management activities, including tracking expenditures, drawdowns, and reconciliations, and maintaining audit-ready financial records.
• Lead or support grant closeout activities.
• Monitor federal grantees and subrecipient activity for federal compliance.
• Provide subject matter expertise in alignment with areas of expertise, to include providing expert level technical assistance to HUD grantees and their subrecipients.
• Lead or support business development activities by providing written products and content in support of capture and proposal development.