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Review Vacancy

Date Posted 12/06/16

Applications Due12/21/16

Vacancy ID35050

AgencyChildren & Family Services, Office of

TitleCall Center Quality Assurance Specialist 3

Occupational CategoryOther Professional Careers

Salary Grade25

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

Salary RangeFrom $76748 to $96732 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

One Broadway Center, 9th Floor

City Schenectady

StateNY

Zip Code12305

Minimum Qualifications Provisional Appointment:

A. A Bachelor’s degree and four (4) years of call center quality assurance experience* in a government agency. **
OR
B. An Associate’s degree and six (6) years of qualifying experience* in a government agency. **
OR

C. Eight (8) years of qualifying experience* in a government agency.**


*Qualifying experience is defined as experience in evaluating, implementing, monitoring, or coordinating a quality assurance process in a customer call center. This experience must include directing and coordinating discrete projects, and overseeing a number of quality assurance processes. It must also include knowledge base and script development; providing design solutions to increase the effectiveness and efficiency of scripts; and aligning these solutions with business requirements. A minimum of two years of this experience must include management and supervision.

**A government agency includes an entity at the federal, state, county, or municipal level. It does not include any private or publicly-held entity (e.g., 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:

• Developing, coordinating and implementing quality assurance initiatives, using recognized performance management tools.

• Assessing the effectiveness and quality of the HSCC’s operations.

• Determining whether current staff and other resources are meeting the Call Center’s needs and identifying a need for additional resources, where necessary.

• Working with Quality Assurance Unit staff and other HSCC staff to develop and implement a comprehensive quality assurance strategic plan.

• Reviewing and analyzing call metric reports, focusing on critical measures, including call volume, the length of calls, average wait times, questions frequently posed by callers, number of callers who need translation services and responses to customer’s calls.

• Participating in customer review implementation meetings to identify call trends, service level risks, transfer call rate issues, important metrics and areas in which improvement is needed.

• Managing the Quality Assurance Unit to achieve the goals of clear accountability, cross-skill training and greater consistency.

• Documenting, describing and categorizing the Call Center’s business processes and functions.

• Providing direction and guidance to the unit’s staff, as they assist other Call Center staff in solving problems with operational systems.

• Overseeing the monitoring, management and adjustment of skill assignments, in real time, to effectively and efficiently address Call Center volume.

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 #16-655 CEB

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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