Review Vacancy
AgencyHigher Education Services Corporation
TitleCall Center Representative 3
Occupational CategoryAdministrative or General Management
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $57984 to $73813 Annually
Minimum Qualifications Applicants must be reachable on the current NYS eligible list for Call Center Representative 3 or be eligible for transfer under Section 70.1 of the NYS Civil Service Law.
Duties Description 1. Provide oversight, guidance, and support to Customer Communication Center (CCC) Call Center Representatives at the salary grade 9 and 14 levels.
2. Work with the CCC supervisory and quality assurance team to plan and review procedures, workloads, and activities to include establishing call center goals and objectives, implement recommended changes, and coordinate and integrate staff training and work schedules.
3. Monitor work standards and daily volume to track the flow of calls through the CCC; ensure productivity level objectives and quality control initiatives are met.
4. Monitor Call Center Representatives via recorded calls, agent software that shows the status of calls, and call center data reports to ensure they are meeting/exceeding performance standards and to promote continuous improvement and effectiveness. Take corrective action when necessary. Coach, mentor and motivate staff for performance improvement and development.
5. Provide on-going feedback to identify problem areas and methods or techniques to promote continuous improvement and effectiveness.
6. Assist in establishing work and quality control standards and productivity goals; complete performance reviews and counsel staff on performance issues.
7. Update staff on program and policy changes and updates relating to grant and scholarship programs. Ensure agents understand and comply with call center objectives and standards and understand changes.
8. Analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions.
9. Oversee many aspects of training, including classroom and online instruction, one-on-one coaching, maintaining up to date training materials including Federal and State policy and grant and scholarship regulation updates. Prepare and regularly update knowledge-based documents such as summaries and frequently asked questions.
10. Determine and oversee staff assignments.
11. Supervise staff in a manner that best utilizes and develops their knowledge, skills, and abilities.
12. Oversee completion of performance reviews and coach and counsel staff on performance issues.
13. Complete special assignments and projects as assigned by management team.
Additional Comments NOTE: If a previous application was submitted for this vacancy, it will be considered going forward. No need to re-apply.
NOTE: The hours of this position require working from 8:30 a.m. to 4:30 p.m. (No Alternative Work Schedule).
NOTE: IF MANDATORY LISTS EXIST FOR THIS TITLE, PREFERENCE IN FILLING THIS POSITION WILL BE GIVEN TO
THE INDIVIDUALS ON THESE MANDATORY LISTS.
To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "Call Center Representative 3" in the subject line. Resumes and cover letters must be received by February 10, 2023.
Some positions may require additional credentials or a background check to verify your identity.
Name Bureau of Human Resources Management
Email Address resumes@hesc.ny.gov
Address
Notes on ApplyingPlease be sure to include a valid daytime telephone number and e-mail address on your resume and/or cover letter.
To apply for this position, eligible individuals must send a resume and cover letter via e-mail to resumes@hesc.ny.gov with "Call Center Representative 3" in the subject line. Resumes and cover letters must be received by February 10, 2023.