Review Vacancy
AgencyHigher Education Services Corporation
TitleCall Center Supervisor (Temp/Hourly)
Occupational CategoryAdministrative or General Management
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $27.77 to $35.35 Hourly
Minimum Qualifications MINIMUM QUALIFICATIONS:
A Bachelor’s degree and 2 years of supervisory/managerial experience in a customer call center* operation
Or
Sixty college semester credit hours and 3 years of supervisory/managerial experience in a customer call center* operation
Or
A high school diploma or GED and 4 years of supervisory/managerial experience in a customer call center* or operation
Preferred Qualifications:
Experience in a customer call center in a government agency is not required but is preferred.
A government agency includes a Department, Office or Commission and any unit, bureau or division in a Department, Office, or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly held entity, example a firm, company or similar non-governmental entity that contracts with or provides services to, a government agency.
*Customer call center is defined as dealing with many different individuals on a continuous basis where verbal communication is the principal skill in accomplishing the duties
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
Additional Comments Are you working in the customer call center industry but tired of working nights and weekends? Do you believe that a healthy work-life balance is essential for a fulfilling career? If so, then HESC’s has the perfect opportunity for you!
HESC is currently seeking a highly motivated and customer-focused Call Center Representative Manager (CCR3) to join our team. With a Monday through Friday schedule and no weekend, holiday or night shifts, HESC values your time and contributions.
In this role, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive the highest level of service. To be considered for this position, you must have excellent communication skills, be highly motivated, and have a passion for providing exceptional customer service. Previous supervisory experience in a call center environment is required.
If you are passionate about customer service, leadership, and work-life balance, we encourage you to apply for this exciting opportunity.
NOTE: The hours of this position require working from 8:00 a.m. to 4:00 p.m. (No Alternative Work Schedule).
NYS is an equal opportunity employer.
Benefits of Working for NYS
Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Fourteen (14) paid holidays annually, plus two (2) floating holidays
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C
• Up to three (3) days of professional leave annually to participate in professional development
• Up to 50% telecommuting
Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost
Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.
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 (Temp/hourly)" in the subject line. Resumes and cover letters must be received by February 14, 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 (Temp/hourly)" in the subject line. Resumes and cover letters must be received by March 23, 2023.