Job Description

The Data Analyst shall provide world-class customer service and support services for Volunteer Recruitment and Selection (VRS) in support of lead refinement and processing, including e-application, QA/QC procedures, world-class customer service, and recruit sustainment operations. Continually analyze operations to maximize the potential target market penetration while remaining flexible to customer requirements to cover areas during surge periods or other periods of particular emphasis. Shall collect and validate data for reports to be delivered to the customer that include the total number of attempts made, lead contact statistics (what attempt number and type), time trend analysis, contact feedback, contact volume, contact length, and workload requirement. All reports shall be completed for each assigned lead source, and the number of leads available for each lead source shall be designated from the date assigned.

Key Responsibilities:

• Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat).
• Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters.
• Assist with e-application processing, ensuring accuracy and completion of applications.
• Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner.
• Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards.
• Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS).
• Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process.
• Collaborate closely with the Program Manager to ensure all project goals and client expectations are met.
• Generate detailed reports on lead performance metrics, including total contact attempts, contact success rates, response times, time trend analysis, and lead outcomes. Ensure all reporting is compliant with Peace Corps standards and submitted on time.
• Track the status of all leads in real-time and ensure that follow-up actions are completed within the specified timeframes. Monitor lead thresholds and notify management when the lead count drops below operational thresholds.
• Utilize Government-approved CRM systems and data analysis tools to manage and track leads, monitor performance metrics, and generate actionable insights. Ensure data integrity and consistency across all reporting platforms.
• Ensure compliance with Peace Corps data security policies, including handling sensitive applicant information in accordance with government-mandated data privacy and security regulations.

Qualifications

• Minimum Education: High school diploma or equivalent from an accredited educational institution.
• Experience: At least one year of demonstrated experience in world-class customer service. Ideal candidates are Returned Peace Corps Volunteers (RPCV), although this is not required.
• Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules.
• Communication Skills: Strong verbal and written communication skills. Must be able to respond promptly and professionally to inquiries.
• Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions.
• Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).

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Job Description

The Program Manager serves as the company lead and authority virtually/on-site to customers. Manage and ensure staff are knowledgeable in all aspects of recruiting operations. Author and submit monthly reports and performance indicators. Utilize project management dashboard matrix and Power BI, Dashboard, Workforce Management Tool, Customer Relationship Management (CRM) tool, and telephony software. Conduct lead refinement, training, briefings, assistance, and answering inquiries, and I have prior recruiting experience. Provide services for Volunteer Recruitment and Selection (VRS) in support of lead refinement and processing, including e-application, QA/QC procedures, world-class customer service, and recruit sustainment operations. Perform custom service recovery review(s), participate in meetings, and act as customer point of contact. Professionally brief VRS senior management.

Key Responsibilities:

• Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat).
• Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters.
• Assist with e-application processing, ensuring accuracy and completion of applications.
• Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner.
• Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards.
• Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS).
• Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process.
• Oversee event support for recruitment activities, ensuring logistics are handled and staff are appropriately assigned to manage event tasks.
• Manage operations across U.S. time zones (from 9:00 AM to 9:00 PM), ensuring full-time coverage across all four U.S. time zones and coordinating staff schedules accordingly.
• Implement risk management and mitigation strategies, identifying potential risks and developing contingency plans to ensure uninterrupted service and adherence to contract requirements.
• Prepare and submit operational reports, detailing performance metrics, lead status, response times, and compliance with Peace Corps reporting requirements.

Qualifications

• Minimum Education: Must have a minimum of 5 years of managerial experience and a bachelor’s degree from an accredited college or university (no specific field required for the degree; proof of ability to complete advanced education).
• Experience:Project Management Professional (PMP) preferred.

• Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules.
• Communication Skills: Strong verbal and written communication skills. Must be able to respond promptly and professionally to inquiries.
• Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions.
• Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).

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Job Description

The Outreach Analyst is responsible for providing exceptional customer service and operational support for the Peace Corps' Office of Volunteer Recruitment and Selection (VRS). This position supports lead refinement, e-application processing, and recruit sustainment operations, ensuring that potential Peace Corps applicants are accurately qualified and that customer inquiries are handled professionally and efficiently. Key duties include managing inbound communications, refining leads, and maintaining high standards of customer service through various platforms, including phone, email, and online chat systems.

Key Responsibilities:

• Provide high-quality customer service support for lead refinement and processing across multiple communication channels (phone, email, online chat).
• Contact, screen, and refine leads according to Peace Corps qualifications, ensuring all leads meet current business rules before forwarding to Peace Corps Recruiters.
• Assist with e-application processing, ensuring accuracy and completion of applications.
• Respond to general inquiries from prospective applicants, providing only approved, up-to-date information in a professional manner.
• Maintain comprehensive records of all interactions in the contact log system, ensuring compliance with reporting and documentation standards.
• Meet established performance metrics, including response times for phone calls, emails, and chat inquiries, as outlined in the Performance Work Statement (PWS).
• Support ongoing recruit sustainment operations by ensuring applicants remain engaged and informed throughout the application process.
• Collaborate closely with the Program Manager to ensure all project goals and client expectations are met.
• Conduct outreach via LinkedIn and Handshake platforms, ensuring engagement with potential volunteers and recruiting groups, and creating at least five outreach groups per week in line with the Peace Corps’ outreach requirements.
• Manage online chat systems, responding to applicant inquiries in real-time and ensuring timely, professional responses via the chat platform.
• Handle Returned Peace Corps Volunteers (RPCV) communications, managing outreach and sustainment efforts to ensure RPCVs are effectively engaged and informed.
• Track and report lead thresholds, monitoring when lead availability drops below operational levels and notifying the Program Manager to ensure continued lead flow.

Qualifications

• Minimum Education: High school diploma or equivalent from an accredited educational institution.
• Experience: At least one year of demonstrated experience in world-class customer service. Ideal candidates are Returned Peace Corps Volunteers (RPCV), although this is not required.
• Knowledge of Peace Corps Programs: Must have or be willing to gain up-to-date knowledge of Peace Corps qualifications and business rules.
• Communication Skills: Strong verbal and written communication skills. Must be able to respond promptly and professionally to inquiries.
• Technical Proficiency: Ability to use Government-approved Customer Relationship Management (CRM) systems, telephony software, and data entry tools to track and manage lead interactions.
• Government Network Access: Must be able to meet Government background check requirements to obtain network access (e.g., NACI check).

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