StateJobsNY

NY HELPNo

AgencyChildren & Family Services, Office of

TitleCall Center Representative 2 Hourly

Occupational CategoryClerical, Secretarial, Office Aide

Salary GradeHourly

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $21.56 to $21.56 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Schenectady

Street Address Human Services Call Center

1 Broadway Center

City Schectady

StateNY

Zip Code12305

Minimum Qualifications Open Competitive: Either
A. A Bachelor’s degree and 1 year of work experience in a customer call center* operation in a government agency**.
OR
B. Sixty college semester credit hours and 2 years of work experience in a customer call center* operation in a government agency**. OR

C. A high school diploma or GED and 3 years of work experience in a customer call center* operation in a government agency**.

*Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties.
**A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, example a firm, company or similar non-governmental entity that contracts with or provides services to, a government agency.

Duties Description Duties include but are not limited to:
• Supervise a team of Call Center Representative 1s.
• Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards.
• Perform call taking and electronic functions as needed during peak volume times and for staff coverage
• Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate.
• Provide technical assistance or training as needed to Call Center Rep 1s.
• Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides.
• Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling
• Approve leave and track time and attendance
• Review, monitor and complete staff performance evaluations
• Determine and oversee staff assignments
• Identify training needs and arrange for provision of training
• Manage and direct program activities by setting priorities and deadlines
• Additional duties will be discussed in detail during the interview.

Additional Comments 2 positions Jan 1, 2016

Some positions may require additional credentials or a background check to verify your identity.

Name New York State Office of Children and Family Services

Telephone 518-473-7936

Fax 518-474-0017

Email Address eoajobpostings@ocfs.ny.gov

Address

Street Bureau of Personnel, EOA #15-465 JMF

52 Washington Street, 231 North

City Rensselaer

State NY

Zip Code 12144

Notes on ApplyingQualified candidates should send a resume and cover letter giving the Title, Location, and EOA Number of the position being applied for. Please provide your email address and your work, home and cell phone numbers. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.