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40 N. Pearl Street
Minimum Qualifications Eligible for a lateral transfer or eligible for a 70.1 transfer by having one year of permanent, competitive service in an appropriate title.
Reachable on the appropriate eligible list in Albany.
Duties Description These positions will be located within the Employment and Income Support Programs (EISP) area in the SSI State Supplement Program's (SSP) Customer Support Center (CSC).
The incumbents of these positions will serve as team leaders in the SSP Customer Support Center (CSC). The CSC toll free number provides customer service during regular business hours, and receives up to 1,500 calls per day. Each team leader will supervise a number of Office Assistant 1’s and will be responsible for the following:
• Managing and directing the daily activities of the CSC team;
• Practicing and ensuring compliance with SSP policies and procedures;
• Monitoring calls, coaching and training operators;
• Ensuring that call information is entered into the SSP application;
• Making sure that the mailing of required forms/letters to SSP recipients takes place;
• Attending to, following up and resolving customer complaints;
• Escalating issues to supervisor and/or work units as appropriate; and
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as
Additional Comments You must be a current NYS employee to apply for these positions. Full time, permanent appointments will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointments to this title.
***Candidates should reference posting #18-164 when submitting your application.*** If submitting electronically, please reference posting #18-164 as part of your subject line.
Please be advised that all hires or transfers into these positions must submit to mandatory fingerprinting and an associated background investigation, including state and national criminal history record checks, as well as a check with local law enforcement agencies where the applicant has lived, worked, and/or attended school within the last 5 years for any identified arrests, to ensure suitability for employment and/or continued employment. Candidates will not be required to pay the fees associated with mandatory fingerprinting. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.
Some positions may require additional credentials or a background check to verify your identity.
Notes on ApplyingTo apply, please send a cover letter and resume. Include a current, Civil Service title and grade level and clearly state how you meet the minimum qualifications.
You may be required to provide acceptable proof of education, experience, credential and/or license to demonstrate that you meet the minimum qualifications for appointment to this position.
Applicants will be required to prove their eligibility for employment based upon acceptance of a position in accordance with the Immigration Reform and Control Act of 1986.
If you are a retiree currently receiving benefits, indicate this and the name of the retirement system in your response.
In accordance with state law, Governor’s Executive Order No. 6 and Section 504 of the Federal Rehabilitation Act of 1973, as amended, the NYS Office of Temporary and Disability Assistance does not discriminate against disabled individuals. If you are disabled and require reasonable accommodation at the time of the interview, please contact the Office of Equal Opportunity Development in Albany at (518) 473-8555 or in New York City at (212) 961-8216.