Call Center Representative 4 - Grade 20

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Positions

This title exists in Children&Family Svcs, Off of and has approximately 3 positions.

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*The number of positions is approximate and represents the number of positions established (both filled and vacant); it is not an indication or reference to position type or duration, or intent to be filled.

Career Ladder

A listing of titles that are most commonly used as steps for upward mobility for this title series.

Salary Information for Call Center Representative 4
Title Grade Hiring Rate/yr Job Rate/yr
Call Center Representative 4 20 $72,032 $91,381
Call Center Manager 25 $93,530 $117,875

All salary grades for trainees titles are non-statutory (NS) equated to the salary grade identified. These grade equations apply to the starting salaries in their respective salary schedule for the traineeship levels.

This title may exist in more than one negotiating unit. This salary schedule represents the most typical salary for this title. Click here to view additional salary information regarding the various bargaining units.

An individual's final salary is determined by the Office of the State Comptroller. This salary schedule does not reflect any Special Salary Treatments

Job Duties

As a Call Center Representative 4, you would supervise, guide, and oversee teams of lower-level Call Center Representatives in providing information to callers regarding state services and programs. You would provide direct supervision to multiple Call Center Representatives 3; provide backup to the Call Center Manager and assist in meeting service levels; respond to escalated callers and complaints; 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; identify training needs, and oversee the development and delivery of training curriculum and programs; and identify and resolve operational problems.

View the classification standard for this title which illustrates the nature, extent and scope of duties and responsibilities of the classes they describe.

Summary of Minimum Qualifications

Please note: qualifications for this position may be subject to change. If substitutions for education and/or experience are allowed, this information would be available on the announcement.

You must take and pass a Civil Service examination in order to be considered for this position.  

There are two examinations for this position. Please note: New York State employees may qualify for both.

For employees of New York State, on or before the date of the examination, the candidate must have either:

1. 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 which must have included managing and supervising a unit or program area;

OR

2. sixty semester credit hours of college study AND four years of customer service work experience in a customer call center** in a governmental agency,*** two years of which must have included managing and supervising a unit or program area;

OR

3. a bachelor's degree AND three years of customer service work experience in a customer call center** in a government agency,*** two years of which must have included managing and supervising a unit or program area;

OR

4. a master's or higher degree AND two years of customer service work experience in a customer call center** in a government agency,*** two years of which must have included managing and supervising a unit or program area.

**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.

***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.


For all other qualified individuals, on or before the date of the examination, the candidate must be a qualified employee of the New York State Office of Children and Family Services and have had 3 months permanent competitive or 55-b/55-c service as a Call Center Representative 3.

For informational purposes only, click on the examination number(s) listed below to see the current or previous examination(s) that are used to fill this title.

26-368 37-944

Please note: qualifications for this position may be subject to change. Job postings on StateJobsNY will contain the most up-to-date qualifications.

How to Apply

When this examination is scheduled to be held, the announcement can be found on the Department of Civil Service, Examination Announcements web page. If you do not see an examination currently scheduled please check back on a monthly basis or sign up for email notification so that you will automatically be notified when new examinations are being offered.

Mobility Options

Career mobility is not just limited to the titles in the Career Ladder, above. Additional movement may be achieved through transfers opportunities or other examinations.

For additional information or clarification of transfer determinations, current State employees should contact the Career Mobility Office at (518) 485-6199 or (800) 553-1322.

You can also visit ELMS Online to view established open-competitive, promotion, and transition eligible lists.

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