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Customer Service Representative (CSR) and Supervisory Staffing

Active

State & Local

Response Deadline12/17/2026, 04:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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This subcontract focuses on providing comprehensive consumer-facing call center operations to support prime contractors on Maryland Health Benefit Exchange projects. The scope of work includes supplying Customer Service Representatives, Team Leads, and Supervisors to manage high-volume inquiries through phone, live chat, and secure messaging. Key operational requirements include maintaining a 15-minute average handle time, providing bilingual support, and strictly adhering to established problem escalation procedures. The contract emphasizes scalability to accommodate the increased traffic typical of the Open Enrollment period from November 1 through January 15. The selected provider will be responsible for delivering handled interactions and meeting specific operational metrics. Interested parties should note the response deadline of December 17, 2026, for this Maryland-based opportunity categorized under NAICS code 561422.

General Info

Call center subcontract for Maryland Health Benefit Exchange support, deadline December 17, 2026.

Agency

Maryland

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

MD, USA

Set-Aside

NONE

Documents

This scope was carved out of BPM057936.

The full solicitation package (5 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Call Center

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Timeline

PostedNov 2

subcontract

Response DeadlineDec 17

Submission deadline

Response Deadline

12/17/2026, 04:00:00 PM UTCin about 1 month

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Organization & Contact Information

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AgencyMaryland

ContactsNo contacts available

OfficeN/A

Organization / Agency

Maryland

Office AddressN/A

ContactsNo contact information available

Full Description

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Performs consumer-facing call center operations for prime contractors on Maryland Health Benefit Exchange (MHBE) projects. Provides CSRs, Team Leads, and Supervisors to handle inquiries via phone, live chat, and secure messaging. Manages high-volume traffic with 15-minute AHT and scales staffing for Open Enrollment (Nov 1 – Jan 15). Provides bi-lingual support and adheres to Problem Escalation Procedures. Delivers handled interactions and operational metrics.

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