Call Center Representative 4 - Grade 20
Positions in this title can be hired through NY HELPS
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Positions
This title exists in Children&Family Svcs, Off of and has approximately 3 positions.
*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.
| Title | Grade | Hiring Rate/yr | Job Rate/yr |
|---|---|---|---|
| Call Center Representative 4 | 20 | $74,193 | $94,121 |
| Call Center Manager | 25 | $96,336 | $121,413 |
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
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.
26-368010 37-944010
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
All HELP and NY HELPS open positions are now posted on StateJobsNY.
It is now even easier for Jobseekers to find openings and connect with New York State agencies.
To narrow your search to NY HELPS jobs, click on "For the General Public", then "Search Vacancies", and select "Yes" on the NY HELPS dropdown to narrow your search to NY HELPS jobs.
Directions to apply will be specified on each individual job posting.
Mobility Options
Career mobility is not just limited to the titles in the career ladder. Additional movement may be achieved through transfer 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.