NY HELPNo

AgencyHigher Education Services Corporation

TitleCall Center Representative 2 (Temp/Hourly)

Occupational CategoryAdministrative or General Management

Salary GradeNS

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $26.27 to $26.27 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address 99 Washington Avenue

City Albany

StateNY

Zip Code12255

Minimum Qualifications A Bachelor’s degree and 1 year of work experience in a customer call center* operation in a government agency**.

Duties Description 1. Supervise and assign work to staff, coordinate schedules and the flow of
calls through the Communication Center, analyze and prioritize workload.

2. Establish performance standards for Customer Service representatives; review
and analyze work force data reports to ensure that performance goals are met.

3. Work with Communication Center representatives to resolve difficult problems
and processing issues including status of TAP applications, NYS Residency
and IVP appeals and specialized research/problem resolution for
schools experiencing more complicated processing issues.

4. Recommend changes to work schedule and staff assignments to ensure
Communications Center call answer rate goals are met during peak calling
periods; assess agent skills and adjust as necessary

5. Develop reports reflecting individual statistics for Communication Center
representatives to ensure service levels are met; set performance goals and
review with staff.
6. Update staff on issues such as policy changes relating to TAP and other
applicable programs
7. Monitor the operation of the Communication Center using workforce
management software to avoid backlogs and long wait times.

8. Assist in many aspects of training, including classroom instruction, one-on-one
coaching, updates to training manuals.
train staff on Federal and State policy so they are kept up to date on TAP
regulations.
9. Make student record maintenance updates on TAP, TAP Web online and
HESC mainframes; utilize databases to monitor account status; monitor Help
Desk Tickets and Web Mail for completeness and accuracy

10. Complete performance reviews and counsel staff on performance issues.

11. Complete special assignments and projects as assigned by supervisor.

PSLF: The Public Service Loan Forgiveness (PSLF) Program allows public service employees to have the remaining balance on direct loans forgiven after 120 qualifying payments are made under an accepted repayment plan while working full-time for an eligible employer. New York State is an eligible employer. More information is available at https://oer.ny.gov/public-service-loan-forgiveness.

Additional Comments NOTE: The hours of this position require working from 8:30 a.m. to 4:30 p.m. (No Alternative Work Schedule).

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 2" in the subject line. Resumes and cover letters must be received by the application due date on this posting.

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

Name Bureau of Human Resources Management

Telephone (518) 474-7556

Fax (518) 473-6685

Email Address resumes@hesc.ny.gov

Address

Street 99 Washington Avenue

City Albany

State NY

Zip Code 12255

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 2" in the subject line. Resumes and cover letters must be received by the deadline listed on this posting.