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Review Vacancy

Date Posted 01/11/21

Applications Due01/26/21

Vacancy ID84152

AgencyChildren & Family Services, Office of

TitleCall Center Representative 3 (Hourly)

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $25.66 to $25.66 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 6 AM

To 6 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Human Services Call Center

80 Broadway, Suite A

City Menands


Zip Code12204

Minimum Qualifications A Bachelor’s degree and 2 years of work experience in a customer call center* operation in a government agency**. 1 year of this experience must include the management and supervision of a major functional area.


Sixty college semester credit hours and 3 years of work experience in a customer call center* operation in a government agency**. 1 year of this experience must include the management and supervision of a major functional area.

A high school diploma or GED and 4 years of work experience in a customer call center* operation in a government agency**. 1 year of this experience must include the management and supervision of a major functional area.
*Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary aspect for accomplishing the duties of the position. Qualifying experience could include all call center agent, customer service representative, sales representative providing information and service or telemarketer.
Non-qualifying experience includes cashier, fast food worker, gas station attendant and security guard.
**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.

Duties Description Duties include but are not limited to:
• Provide supervision, guidance and oversight to Representative teams and resolve problems, as necessary.
• Communicate with other staff to plan and review departmental/division/section procedures and activities to include:
o Establish Service Level Objectives
o Implement Recommended changes
o Coordinate and integrate staff training and work schedules
• Monitor work standards and daily call/correspondence volume to track and maintain service levels, meet productivity level objectives and ensure quality control.
• Provide on-going feedback to identify problem areas and methods or techniques for improvement. Recommend solutions to workload problems.
• Assist higher level staff in establishing work and quality control standards and productivity goals.
• Collect and analyze statistical data on production and prepare management reports on call/correspondence volumes, types of calls/correspondence, problems encountered and recommended solutions.
• Determine and oversee staff assignments.
• Approve leave and track time and attendance.
• Review, monitor and complete staff performance evaluations.
• Perform ongoing quality assurance and auditing of the work of assigned units.
• Identify training needs and arrange for provision of training.
• Manage and direct program activities by setting priorities and deadlines.
• Responsible for reporting critical issues.

Additional Comments Project is expected to complete in December 2021. Telecommuting ability is preferred.

Background Investigation Requirements:

1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees.

2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.

3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.

Candidates from diverse backgrounds are encouraged to apply. OCFS is an Equal Opportunity/Affirmative Action Employer. OCFS is committed to ensuring equal opportunity for persons with disabilities and workplace diversity. It is the policy of OCFS to provide reasonable accommodations to qualified applicants and employees with disabilities to enable them to perform the essential functions of the position for which they are applying or for which they are employed. OCFS does not discriminate on the basis of disability in its hiring or employment practices and complies with all regulations promulgated by the U.S. Equal Employment Opportunity Commission under title I of the ADA.

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

Name New York State Office of Children and Family Services

Telephone 518-473-7936

Fax 518-473-6122

Email Address


Street Bureau of Personnel - RAA

52 Washington Street, 231 North

City Rensselaer

State NY

Zip Code 12144


Notes on ApplyingQualified candidates should e-mail their resume and letter of interest to You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.

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