Tidal Basin Group

Manager

• Coordinating required services to address unmet needs and assessing when a case should be recommended for closure or reopening
• Build and maintain strong relationships with community members, organizations, and stakeholders
• Represent the organization at community events, meetings, and forums
• Develop and implement outreach strategies to promote organizational initiatives
• Gather and communicate community feedback to internal departments
• Coordinate and manage community engagement programs and activities
• Serve as a point of contact for community inquiries, concerns, and suggestions
• Facilitate open communication between the organization and the community
• Monitor community trends and issues to inform organizational planning
• Collaborate with internal teams to ensure alignment with community needs
• Prepare reports on community engagement efforts and outcomes

Case Manager

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

Case Manager

Contact Center Practice Lead

Project Manager – Public Assistance

Proposal Manager – Individual Contributor