New York State Department of Civil Service Announces Open-Competitive Examination Open to the Public
Call Center Representative 3
- Written Test To Be Held
- December 5, 2015+
You may be assigned to Saturday or Sunday.
Please refer to the information below.
- Applications Must Be Submitted or Postmarked By
- October 21, 2015
|Exam Number||Exam Title||Salary||Salary Grade||Non−Refundable Processing Fee|
|26-057||Call Center Representative 3||$49,488||G-17||$35|
+ Due to the size of the candidate population for this test date, you may be assigned to either Saturday, December 5, 2015 or Sunday, December 6, 2015, to take your test. Your admission notice will tell you where and when you are scheduled to appear. You cannot request a day or time in advance or change your scheduled day or time.
These positions are currently located in the Capital Region.
On or before December 5, 2015, you must have:
Either 1. a bachelor���s degree and two years of customer service work experience* in a customer call center** in a government agency*** (one year of this experience must include the management and supervision of a unit or program area);
Or 2. or sixty college semester credit hours and three years of customer service work experience* in a customer call center** operation in a government agency*** (one year of this experience must include the management and supervision of a unit or program area);
Or 3. or a high school diploma or GED and four years of customer service work experience* in a customer call center** in a governmental agency*** (one year of this experience must include the management and supervision of a unit or program area).
* Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means for accomplishing the duties of the position.
** A customer call center is defined as a telephone service facility set up to handle a large number of inbound and/or outbound calls. The specific work experience must have included dealing with many different individuals on a continuous basis where verbal communication was the primary means for accomplishing the duties of the position in a customer call center.
*** 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 governmental agency.
Qualifying experience could include call center agent, customer service representative, sales representative providing information and service, or telemarketer. Non-qualifying experience includes teacher, cashier, fast-food worker, gas station attendant, or security guard.
As a Call Center Representative 3, you would provide supervision, guidance and oversight to representative teams and resolve problems, as necessary. You would also communicate with other staff to plan and review departmental/division/section procedures and activities to include: establish Service Level Objectives; implement recommended changes; 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. Call Center Representative 3���s also perform ongoing quality assurance and auditing of the work of assigned units, as well as identify training needs and arrange for provision of training and are responsible for reporting critical issues.
- Important: As the processing fee is non-refundable, verify that you entered the correct examination number and title on your online or paper application prior to submitting. If you apply online, you should immediately review your email confirmation notice to verify that you applied for the correct examination. If you do not receive a confirmation number after submitting your online application, your application was NOT received by the Department of Civil Service. No late applications will be accepted after the filing deadline has passed.
- Your degree, college credit, or high school diploma must have been awarded by a regionally accredited college or university, high school, or one recognized by the NYS Education Department as following acceptable educational practices. If your degree, college credit, or high school diploma was awarded by an educational institution outside the United States and its territories, you must provide independent verification of equivalency. You can write to the Examination Information Desk of the NYS Department of Civil Service for a list of acceptable companies who provide this service. You must pay the required evaluation fee. If you are applying on the Internet, you must mail the independent verification of equivalency to the New York State Department of Civil Service, Albany, New York 12239. Attention: S1LMH.
- Background Investigation/Justice Center Review: The names of all prospective employees will be:
- Investigated through a Criminal Background Check (CBC). All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information 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;
- Screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees whose names appear on the SCR may be barred from appointment.
- These positions are currently located in the Capital Region.
- Appropriate part-time and volunteer experience, which can be verified, will be accepted on a prorated basis.
- New York State residence is not required.
Subject of Examination
There will be a written test which you must pass in order to be considered for appointment. The written test is designed to test for knowledge, skills, and/or abilities in such areas as:
- Administrative supervision - These questions test for knowledge of the principles and practices involved in directing the activities of a large subordinate staff, including subordinate supervisors. Questions relate to the personal interactions between an upper level supervisor and his/her subordinate supervisors in the accomplishment of objectives. These questions cover such areas as assigning work to and coordinating the activities of several units, establishing and guiding staff development programs, evaluating the performance of subordinate supervisors, and maintaining relationships with other organizational sections.
- Public contact principles and practices - These questions test for the ability to interact with other people, to gather and present information, and to provide assistance, advice, and effective customer service in a courteous and professional manner. Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.
- Understanding and interpreting tabular material - These questions test your ability to understand, analyze, and use the internal logic of data presented in tabular form. You may be asked to perform tasks such as completing tables, drawing conclusions from them, analyzing data trends or interrelationships, and revising or combining data sets. The concepts of rate, ratio, and proportion are tested. Mathematical operations are simple, and computational speed is not a major factor in the test. You should bring with you a hand-held battery- or solar-powered calculator for use on this test. You will not be permitted to use the calculator function of your cell phone.
- Understanding and interpreting written material - These questions test how well you comprehend written material. You will be provided with brief reading selections and will be asked questions about the selections. All the information required to answer the questions will be presented in the selections; you will not be required to have any special knowledge relating to the subject areas of the selections.
Your final score must be 70 or higher in order to pass. Rank on the eligible list will be determined after adding any wartime veterans' and Civil Service Law Section 85-a credits to your final passing score.
Important: The Department of Civil Service and other state agencies may communicate with you through email correspondence. This may include the notification of your examination results and canvassing you for interest in appointment. It will be important for you to keep your email address, phone number and mailing address current by logging into https://www.cs.ny.gov/home/myaccount.
How To Apply
If you do not receive a confirmation number after submitting your online application, your application was NOT processed.
New York State is an Equal Opportunity Employer
It is the policy of the State of New York to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.
Appointment to many positions in State government require candidates to undergo an investigative screening. This may include a thorough character investigation, a Federal Bureau of Investigation Criminal Record History Check, a Child Abuse Registry clearance, or other similar procedures. Candidates may be fingerprinted and may be required to pay any necessary fees for that procedure. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.
Eligibility for Employment
You must be legally eligible to work in the United States at the time of appointment and throughout your employment with New York State. If appointed, you must produce documents that establish your identity and eligibility to work in the United States, as required by the federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.
Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).
Reasonable Accommodations in Testing
It is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to provide equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their application. Further information is available from the Test Administration Unit of the Department of Civil Service. In the Albany area, call 518-457-2487. Outside of the Albany area, call toll free at 1-877-697-5627. For TDD services, call NY Relay at 711 (requires a fee) or 1-800-662-1220.
Admission to Examination
Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, call 518-474 6470 in the Albany area or toll free at 1-877-697-5627.
Multiple Examinations Scheduled for the Same Day
If you have applied to take a written test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this written test, you must notify each of the local jurisdictions no later than two weeks before the test date to make arrangements for taking all tests at one test site. All tests will be held at the state examination center. For your convenience, contact information for all local civil service agencies is available on our website at: http://www.cs.ny.gov/jobseeker/local.cfm
Cell Phones or Electronic/Communication Devices at the Test Site
Do not bring cell phones, beepers, headphones, or any electronic or other communication devices to the test site. The use of such devices at the test site in the test room, hallways, restrooms, building, grounds, or other areas could result in your disqualification.
This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.