Outsourced Contact Center Contract (OC3) - Program Management Oversight OY1

The Contractor shall ensure that the contractually required level of support for this requirement is always maintained for duty readiness. The Contractor shall ensure that all contract support personnel are present and/or available for work. If for any reason the Contractor staffing levels are not maintained and essential personnel will not be immediately replaced, the Contractor shall provide e-mail notification to the Contracting Officers Representative (COR), explaining the discrepancy and the planned corrective action. This is inclusive of all staff proposed for this call order and may include call agents under a separate call order. Contractor shall provide position back fill timelines. Contractor shall maintain the capability to conduct testing, planning, call order background investigation requirements, participate in drills/exercises, meetings, and reporting requests. The Contractor shall perform the role of the SME and shall respond to data analysis, action items, and taskers from the COR.