Call Center Representative SG NYHELPS) Item

Call Center Representative 3

Provide supervision, guidance, and oversight to teams of Call Center Representatives 1 and 2 and resolve work problems. Communicate with other staff to plan and review departmental/division/section procedures and activities to include: establish Service Level Objectives, implement recommended changes, and coordinate and integrate staff training and work schedules. Monitor work standards and daily 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; assist in establishing work and quality control standards and productivity goals; collect and analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions; determine and oversee staff assignments; approve leave and track time and attendance; and identify training needs and arrange for the provision of training.

Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller. No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program. Non-Competitive Qualifications for appointment under the NYHELPS Program:
For appointment to a Call Center Representative 3 you must have:
High school graduation or equivalency AND four (4) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment. OR 60 college credits AND three (3) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.

OR Bachelor's degree AND two (2) of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment. 70.1 Transfer:
For a 70.1 transfer to a Call Center Representative 3, SG-17, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 15 or above. To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website:
Career Mobility Office » GOT-IT (ny.gov) Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade. You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law. Provisional and/or Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 2 or Call Center Representative 2 (Spanish Language) (SG-14). Provisional and/or NCP notes:
If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law. If the number of interested candidates who meet the promotional qualifications is more than three, the agency;

at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service.

Preferred Qualifications /

Knowledge, Skills and Abilities:

Exhibits excellent interpersonal skills with staff and customers, both over the telephone and in-person Possesses effective oral and written skills Performs tasks accurately and within specific time frames Operates a personal computer and effectively demonstrates a working knowledge of the People Soft system, the Internet and OSC's Intranet in order to access Retirement Systems' laws, policies and procedures Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures Possesses a valid driver's license for travel purposes Telecommuting:
The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency's mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee's primary residence location, duties, and work performance are aligned…