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Review Vacancy

Date Posted 08/22/16

Applications Due09/06/16

Vacancy ID32501

AgencyChildren & Family Services, Office of

TitleCall Center Representative 4

Occupational CategoryOther Professional Careers

Salary Grade20

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $57949 to $73519 Annually

Employment Type Full-Time

Appointment Type Provisional

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 Schenectady

StateNY

Zip Code12305

Minimum Qualifications Open Competitive:

A. Bachelor’s Degree and three years of customer service* work experience in a customer call center ** in a government agency***(two years of this experience must include the management and supervision of a unit, or major program area or function). A Master’s degree may be substituted for up to one additional year of technical experience.
OR
B. Sixty college semester credit hours and four years of customer service* work experience in a customer call center** in a government agency*** (two years of this experience must include the management and supervision of a unit, or major program area or function).
OR
C. A high school diploma or GED AND five years of customer service* work experience in a customer call center**in a government agency*** (two years of this experience must include the management and supervision of a unit, or major program area or function).

Promotion: one year of permanent competitive service as a Call Center Representative 3.

*Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of accomplishing the duties of the position.

Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes teacher, cashier, fast food worker, gas station attendant, or security guard.

**A customer call center is defined as a telephone service facility set up to handle a large number of inbound and/or outbound calls. The specific work experience must have included dealing with many different individuals on a continuous basis where verbal communication was the primary means for accomplishing the duties of the position in a customer call center.

***A government agency includes a Department, Office, or Commission, and any unit, bureau, or division in a Department, Office, or Commission. It does not include any private or publicly-held entity, for example a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.

Duties Description • Assist and guide the staff of Call Center Representative teams.
• Identify priorities, communicate them to the Call Center Representative 3’s and allocate staff resources to address priorities.
• Anticipate fluctuations in call volume and schedule staff to ensure adequate telephone coverage at all times.
• Manage organizational development.
• Adapt to organizational and operational changes.
• Develop and deliver training programs to the Call Center Representative teams, in collaboration with the OCFS Bureau of Training.
• Provide technical support to Call Center Managers and Call Center Representatives.
• Identify operational problems and concerns and recommend steps to address these problems and concerns.
• Work with Call Center Manager supervisor to establish production goals and work quality standards for the Call Center Representative teams.
• Review staff performance on a continuous basis and complete and submit annual staff performance evaluations.
• Monitor staff’s fulfillment of production goals and other established metrics standards.
• Backup for when the Call Center Manager is not available.

Additional duties will be discussed in detail during the interview.

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 #16-457 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.

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