Call Center Representative 2 (NY HELPS)

Duties

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.
• Aid in maintaining and revising the Call Center Policy and Procedures Manual, training documents and materials.
• Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling.
• Absentee approval and tracking of 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.

Minimum Qualifications

Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer. This position may be designated 55 b/c and is subject to verification of applicant eligibility.

Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

• High school graduation or equivalency AND three years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
• Substitution: 60 college credits substitutes for one year of experience; or a bachelor's degree substitutes for two years of experience.

Benefits

All OCFS employees will receive a generous benefits package, including:

• Holiday & Paid Time Off
• Health Care Benefits
• Additional Benefits

Background Investigation Requirements

• Criminal Background Check (CBC)
• State and federal Criminal History Record Checks
• Screening against the Statewide Central Register of Child Abuse and Maltreatment (SCR)
• For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees, check against the Staff Exclusion List (SEL)

Contact Information

Name: New York State Office of Children and Family Services
Email Address: eoajobpostings@ocfs.ny.gov
Address: Bureau of Personnel - SMC, 52 Washington Street, 231 North