Call Center Specialist-

Call Center Specialist-

Position Description
Call Center Specialist

Position Description
CGI Federal, a wholly owned subsidiary of CGI, and an industry leader in providing support and services to industry stakeholders by addressing Section 8 Project Based inquiries. CGI is looking for an operations minded Call Center Specialist located in NY Albany, USA. This is a fast paced and results driven environment. The ideal candidate thrives in a work environment that provides a great deal of autonomy and values independent leadership that motivates others to achieve outstanding results.
This position is located in our NY Albany, USA office; however, a hybrid working model is acceptable.
Due to the nature of government contracts, US citizenship is required.

Your future duties and responsibilities
1) Receive and respond to large volumes of assigned calls, documenting systems with written communication and supporting documents, in accordance with the HUD Annual Contribution Contract (ACC) Acceptable Quality Levels (AQL) and CGI internal timeframes.

2) Call follow up to confirm resolution based on appropriate action on behalf of caller and management.

3) Working with other departments at various locations as it relates to resolutions associated with call investigations.

4) Portfolio Management, responsible for the day to day management activities, reviewing reports to meet internal and external AQL, staying abreast of project knowledge, and escalating issues in a timely manner.

5) Setting personal goals and objectives to meet weekly and quarterly tasks.

6) Effectively communicating with internal and external stakeholders, including government or commercial clients.

Required qualifications to be successful in this role
Required qualifications to be successful in this role
Candidates must demonstrate the ability to work independently and as part of a team. They must possess and demonstrate strong attention to detail, portfolio management experience, organizational ability, problem solving and analytical skills as it pertains to HUD Subsidized Multifamily Housing Programs. The candidate must have a history in effective communications and a proven track record of superior operations and production management. Additional Requirements: 1) Associate's degree is required OR must have significant relevant experience in lieu of an associate's degree to be considered. 2) 1 3 years' experience within a Call Center environment 3) Experience with interpreting and understanding government guidelines 4) Proven ability to manage a portfolio workload within short timelines 5) Excellent analytical skills and strong decision making abilities 6) Excellent verbal, written and interpersonal skills 7) Ability to multi task in fast paced, production environment and meet operational goals 8) Intermediate proficiency in Outlook, Excel, Word and PowerPoint

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well being programs
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role.
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