Call Center Representative 3,(SG -17) (NYHELPS) Item# 01827

About the Role

Provide supervision, guidance, and oversight to teams of Call Center Representatives 1 and 2 and resolve work problems. Communicate with other staff to plan and review departmental, division, and section procedures and activities, including establishing Service Level Objectives, implementing recommended changes, and coordinating and integrating staff training and work schedules.

Monitor work standards and daily volume to track and maintain service levels, meet productivity objectives, and ensure quality control. Provide ongoing feedback to identify problem areas and methods for improvement. Assist in establishing work and quality control standards and productivity goals. Collect and analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions. Determine and oversee staff assignments, approve leave, track time and attendance, and identify training needs.

Responsibilities

• Supervise and guide teams of Call Center Representatives 1 and 2.
• Resolve work-related problems and review departmental procedures.
• Establish Service Level Objectives and implement recommended changes.
• Coordinate and integrate staff training and work schedules.
• Monitor work standards, daily volume, and service levels to meet productivity objectives.
• Provide ongoing feedback to improve processes and techniques.
• Establish work and quality control standards and productivity goals.
• Collect and analyze statistical data on call volumes and prepare reports.
• Determine staff assignments, approve leave, and track time and attendance.
• Identify training needs and arrange for training provision.

Qualifications

For appointment to a Call Center Representative 3 under the NY HELPS Program, you must meet one of the following:

• High school graduation or equivalency and four years of experience in a customer service role with substantial face-to-face interaction or in a call center environment.
• 60 college credits and three years of experience in a customer service role with substantial face-to-face interaction or in a call center environment.
• Bachelor’s degree and two years of experience in a customer service role with substantial face-to-face interaction or in a call center environment.

70.1 Transfer: For a 70.1 transfer to a Call Center Representative 3, SG-17, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 15 or above. Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade. You must be currently reachable on the appropriate eligible list for this title or eligible to transfer under Section 70.1 of the Civil Service Law.

Provisional and/or Non-Competitive Promotion (NCP) Qualifications: You must be a qualified employee of the Office of the New York State Comptroller and have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 2 or Call Center Representative 2 (Spanish Language) (SG-14).

Skills

• Excellent interpersonal skills with staff and customers, both over the telephone and in-person.
• Effective oral and written communication skills.
• Ability to perform tasks accurately and within specific time frames.
• Proficiency in operating a personal computer, PeopleSoft system, Internet, and OSC’s Intranet to access Retirement Systems’ laws, policies, and procedures.
• Extensive knowledge of Self-Service Applications and basic Retirement System knowledge to respond to customer inquiries.
• Ability to effectively supervise subordinate staff and apply Agency policies and procedures.
• Valid driver’s license for travel purposes.

Benefits

• State pension with vesting after five years of service.
• Comprehensive medical, dental, and vision insurance available to all employees and their dependents.
• Flexible spending accounts for dependent and health care.
• Productivity Enhancement Program (PEP), allowing eligible employees to exchange previously accrued leave for a credit toward health insurance.
• Public Service Loan Forgiveness (PSLF).
• NYS Deferred Compensation plan.
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds.
• Holiday and paid time off.
• Shift and geographic pay differentials.
• Continuous learning environment with informational Brown Bag sessions.
• Wellness at Work Programs to promote employee health and wellness.
• OSC Mentoring Program to network, contribute, and strengthen competencies.

Schedule

The Office of the New York State Comptroller (OSC) supports telecommuting where reasonable based on the agency’s mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After this period, if an employee’s primary residence, duties, and work performance align with telecommuting and operational needs, they may be allowed to telecommute up to 5 days per pay period.