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Review Vacancy

Date Posted 06/16/17

Applications Due07/01/17

Vacancy ID41625

AgencyChildren & Family Services, Office of

TitleCall Center Representative 2

Occupational CategoryOther Professional Careers

Salary Grade14

Bargaining UnitISU - Institutional Services Unit (CSEA)

Salary RangeFrom $45018 to $54678 Annually

Employment Type Full-Time

Appointment Type Permanent

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
Reachable on the Civil Service Eligible List OR one year of permanent competitive service as a Call Center Representative 2 or eligible for 70.1 transfer.

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 Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.

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 #17-298

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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