TENTATIVE

                                                                                                          Occ. Code 2546400

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

          Positions in this series manage call center operations including staff performance, service and delivery performance, and training programs. 

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

DISTINGUISHING CHARACTERISTICS

CALL CENTER REPRESENTATIVE 4: third supervisory level; under the general direction of a Call Center Manager, provides supervision, guidance, and oversight to teams of lower-level Call Center Representatives; develops and delivers training programs.  Incumbents typically supervise two or more Call Center Representatives 3.

CALL CENTER MANAGER: managerial level; under the general direction of the Call Center Assistant Director, manages the activities and staff of the Operations Unit, including the administrative supervision of a Call Center Representative 4.  

ILLUSTRATIVE DUTIES

          CALL CENTER REPRESENTATIVE 4

·       May perform all of the duties and responsibilities of lower-level Call Center Representatives.

·       Supervise Call Center Representatives 3 and provide guidance and oversight to teams of lower-level Call Center Representatives.

·       Establish and monitor fulfillment of work and quality control standards and productivity goals.

·       Anticipate fluctuations in call volume and schedule staff to ensure adequate telephone coverage at all times.

·       Develop and deliver training programs to lower-level Call Center Representatives in collaboration with the Bureau of Training.

·       Identify and resolve operational problems.

·       Complete special projects as assigned.

CALL CENTER MANAGER

• Oversee all activities of the Operations Unit including the daily performance of staff and the delivery of services to customer agencies.

·       Manage training programs including the continuous assessment and improvement of the HSCC training plan as it pertains to the Operations Unit.

·       Identify staffing and personnel requirements of each group of Call Center Representatives.

·       Develop, direct, and evaluate the HSCCs hiring and training programs including the recruitment, selection, and retention of employees.

·       Collaborate with Call Center Quality Assurance Specialists to build standards for program evaluation and problem resolution, and to implement quality assurance initiatives.

·       Participate in the creation and implementation of OCFS, HSCC, and Operations Unit policies and ensure adherence to these policies.

·       Perform the full range of administrative supervisory responsibilities.

MINIMUM QUALIFICATIONS

CALL CENTER REPRESENTATIVE 4

Promotion: one year of permanent competitive service as a Call Center Representative 3.

Open Competitive: Bachelors degree and three years of customer service* work experience in a customer call center** in a government agency*** (two years of this experience must include the management and supervision of a unit or program area); or sixty college semester credit hours and four years of customer service* work experience in a customer call center** in a government agency*** (two years of this experience must include the management and supervision of a unit or program area); or a high school diploma or GED AND five years of customer service* work experience in a customer call center** in a government agency*** (two years of this experience must include the management and supervision of a unit or program area).  A masters degree may substitute for up to one additional year of the general experience.

CALL CENTER MANAGER

Promotion: one year of permanent competitive service as a Call Center Representative 4.

Open Competitive: Eight years of management experience within a telephone call center operated by a government agency***.  This experience must include directing and coordinating projects, or process improvement initiatives.  It must also include two years of experience in direct staff supervision.  A bachelors degree may substitute for up to four years of the general experience; associates degree for up to two years of the general experience.  A masters degree may substitute for up to one additional year of the general experience.

*Customer service is defined as dealing with many different individuals on a continuous basis where verbal communication is the primary means of 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 government agency.

Date:  8/16

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.