Call Center Specialist

CGI•Albany, NY

19d•Hybrid

About The Position

CGI Federal, a wholly owned subsidiary of CGI, is 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 Columbus, Ohio. 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 Albany, NY office; however, a hybrid working model is acceptable.

Requirements

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

Nice To Haves

Spanish

Responsibilities

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.
Call follow up to confirm resolution based on appropriate action on behalf of caller and management.
Working with other departments at various locations as it relates to resolutions associated with call investigations.
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.
Setting personal goals and objectives to meet weekly and quarterly tasks.
Effectively communicating with internal and external stakeholders, including government or commercial clients.