Occ. Code 2836600

CALL CENTER ASSISTANT DIRECTOR, M-3	2836600
CALL CENTER DIRECTOR, M-4	2836700

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

Positions in this series direct call center operations including the development and implementation of call handling, quality assurance, and telephonic standards and systems.   

These positions are classified only at the Human Services Call Center (HSCC), operated by the Office of Children and Family Services.

DISTINGUISHING CHARACTERISTICS

CALL CENTER ASSISTANT DIRECTOR: one position class; under the general direction of the Call Center Director, functions as overall assistant by directing the daily activities of the HSCC, including the administrative supervision of a Business Systems Analyst 4, Manager Information Technology Services 1, and multiple Call Center Managers.

CALL CENTER DIRECTOR: one position class; under the general direction of executive staff, directs the activities and staff of the HSCC; negotiates the terms and language in agency level service agreements; and, administratively supervises the Call Center Assistant Director.

ILLUSTRATIVE DUTIES

CALL CENTER ASSISTANT DIRECTOR

· Implement performance standards and create methods to evaluate and monitor service delivery transitions.

· Plan and implement special work projects to ensure compliance with agency level service agreements.

· Collect and analyze reporting data, and prepare reports regarding customer agency requirements and priorities.

· Lead the HSCC collaborative content improvement committee.

· Collaborate with customer agencies liaisons to identify goals for service improvement delivery efforts.

· Make HSCC policy recommendations to the Call Center Director.

· Perform the full range of administrative supervisory responsibilities.

· May represent the Call Center Director.

CALL CENTER DIRECTOR

· Review and conduct cost evaluations for customer agencies.

· Complete cost, call volume, and budget estimates.

· Communicate with customer agencies to monitor, measure, and suggest implementation for process improvement in the service delivery and business quality of HSCC programs and processes.

· Analyze and evaluate proposals for services to be provided by the HSCC, and provide recommendations to executive staff.

· Consult with executive staff to examine HSCC policy issues, daily operating methods, and approaches to problem resolution.

· Performs the full range of administrative supervisory responsibilities.

· May perform all of the duties and responsibilities of Call Center Assistant Director.

MINIMUM QUALIFICATIONS

CALL CENTER ASSISTANT DIRECTOR

Promotion: one year of permanent competitive service as a Manager Information Technology Services 1 or Business Systems Analyst 4, or two years of permanent competitive service as a Call Center Manager. 

Open Competitive: Bachelors degree AND six years of experience in information systems network development, implementation, and administration.  This must include three years of experience in information systems project development, administration, and staff supervision within a telephone call center operated by a government agency*.

          CALL CENTER DIRECTOR

Non-competitive: Bachelors degree AND seven years of experience in information systems network development, implementation, and administration.  This must include three years of experience in information systems project development, administration, and staff supervision within a telephone call center operated by a government agency*.

*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, for example a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.

Date: 6/16

NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe.  Standards cannot and do not include all of the work that might be appropriately performed by a class.  The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written.  Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.