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Review Vacancy

Date Posted 03/25/22

Applications Due05/20/22

Vacancy ID101521

AgencyLabor, Department of

TitleCall Center Manager, Project Coordinator - Albany

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitM/C - Management / Confidential (Unrepresented)

Salary RangeFrom $52 to $52 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Non-competitive Class

Travel Percentage 15%

Workweek Mon-Fri

Hours Per Week 37.5


From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address State Office Campus, Building 12

City Albany


Zip Code12240

Minimum Qualifications MINIMUM QUALIFICATIONS:

A Bachelor’s degree and six years of experience in information systems network development, implementation, and administration. This must include three years of experience in information systems project development, administration, and staff supervision within a large telephone call center.

A J.D or master’s degree may substitute for one year of specialized experience. A Ph. D. may substitute for two years of specialized experience.

• Lean Six Sigma certification
• Bachelor's degree in Computer Science or a related major highly preferred
• Desire to work in a highly collaborative environment with a large team of like-minded developers
• A creative mindset to apply innovative approaches to software design
• Ability to initiate and maintain relationships across a diverse set of stakeholders

Duties Description STANDARD DUTIES:

Under the direction of the Chief Strategic Officer, the Project Coordinator will act as Call Center Manager and will oversee the transition of the Department of Labor’s current call centers into a more capable, technology- and innovation-driven program, handling incoming and ongoing customer contacts through voice and other virtual channels. The incumbent will be responsible for implementing changes in and overseeing a critical business unit that will play an integral role in achieving DOL’s long-term customer service objectives. The incumbent will:

• Implement performance standards and create methods to evaluate and monitor service delivery transitions.
• Plan and implement special work projects to ensure compliance with agency level service agreements.
• Collect and analyze reporting data and prepare reports regarding customer agency requirements and priorities.
• Collaborate with agency liaisons to identify goals for service improvement delivery efforts.
• Oversee the analysis and development of new technologies and processes
• Evaluate program operations using best-practice management techniques, data analysis, performance monitoring tools and measures, to ensure operational requirements and milestones are met.
• Provide day-to-day supervisory oversight, development, and mentoring to direct report employees, including hiring and performance management to ensure that center operations are efficient and effective.
• Provide executive management with information about program performance, changes, and developments, and establish goals and strategic direction for the program.
• Coordinate with key external and internal stakeholders including other DOL units and other state agencies as required to implement DOL programs and assist other state initiatives as required.
• Provide oversight and management of vendor partners that DOL and/or the State engages to move transformation efforts forward in the contact center environment.
• Plan and facilitate meetings with internal and external stakeholders, including those at senior management and executive levels.
• Develop strategies to mitigate risks and issues in the program.
• Liaison with ITS as required on technical initiatives.
• Perform the full range of administrative supervisory duties.
• Manage vendors, track vendor performance, and address service issues.

Additional Comments IMPORTANT: All Department of Labor employees are required to be tested weekly for COVID-19 unless they are fully vaccinated. Employees who are vaccinated must provide proof of vaccine status through a secure online portal.

Pending Funding Approval

Some positions may require additional credentials or a background check to verify your identity.

Name Kristen Symonds

Telephone (518) 457-1020

Fax EFax:

Email Address


Street Building 12 W. Averell Harriman State Office Campus

Room 561

City Albany

State NY

Zip Code 12240


Notes on ApplyingCandidates from diverse backgrounds are encouraged to apply. Department of Labor is an Equal Opportunity/Affirmative Action Employer. Department of Labor is committed to ensuring equal opportunity for persons with disabilities and workplace diversity.

To be considered for this position, interested applicants should e-mail a cover letter and resume in Microsoft Word or PDF format to Please include the title, location and vacancy ID#101521 of the position you are applying for in the subject line of your e-mail. Failure to do so may result in the delay of processing your application.

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