State of TN FASC Must Reside in State of TN)

**Contractor Opportunity****:** **Remote Contact Center \- Call Center Agent** **Location:** **Remote \- Must live in State of TN** **Engagement Type:** **Contractor via Third\-Party Supplier** **Contracting Entity:** **Accenture** **Supplier of** **Record:****Experis / Manpower Group** **Start Date:** **11/30/2026** **Duration:** **6 Months with potential for extension** **About the Role** We are seeking qualified contractors to fulfil the role of a Contact Call Center Agent, for the State of TN Family Assistance Service center. This opportunity is open to individuals located in the State of TN. Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office. The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8\-hour shift between 8:00 AM to 4:30 PM Eastern Standard Time / 9 a.m. to 5:30 p.m. Eastern Standard Time Contractors will be engaged and paid by a third\-party payroll supplier, Manpower/Experis,, which will serve as the employer of record for tax and compliance purposes. **Key Responsibilities** Core Duties * Respond to incoming calls, chats, and emails from customers regarding program inquiries * Assist with customer portal account creation and maintenance * Conduct outreach calls and emails as needed * Document interactions accurately in call logs and escalate issues when appropriate Deliverables / Project Scope * Provide timely and accurate information to customers about SNAP and Families First programs * Research and resolve inquiries using multiple systems and relay findings clearly * Maintain compliance with call flow scripts and quality standards * Identify and report trends or risks to management promptly **Collaboration Tools / Platforms** * Microsoft Teams for communication and collaboration * MS Outlook, Excel, and Word for documentation and reporting * Secure internal systems for case research and data entry * Email and chat platforms for customer outreach and support **Basic Qualifications** * HS Diploma or GED * Minimum of 1 year of call center experience * Minimum of 2\-Years Customer Service experience **Preferred Qualifications** * Experience supporting government assistance programs (e.g., SNAP, Families First) * Familiarity with multi\-system navigation and case management tools * Ability to adapt quickly to changing processes and demonstrate resilience under pressure * Strong problem\-solving skills and capability to identify trends or escalate issues effectively **Additional Information / Requirements** * Strong Data Entry Skills, Strong listening, verbal and written communication experience * Proficiency with computers, experience using the internet, email, MS Outlook, Teams, Excel and Word * At home internet access sufficient to handle calls received via the internet * Quiet and private remote work location * Hours of Op