Call Center Specialist

CGI•Albany, NY

5d•Hybrid

About The Position

CGI Federal, a wholly owned subsidiary of CGI, is seeking an operations-minded Call Center Specialist to support inquiries related to Section 8 Project Based programs. The role is based in Albany, New York, in a fast-paced, results-driven environment. The position is office-based with a hybrid working model acceptable. The successful candidate will be comfortable working autonomously and demonstrating independent leadership while helping achieve strong operational results. U.S. citizenship is required due to the nature of the government contracts. The specialist handles assigned calls and documents communications and supporting materials in accordance with HUD Annual Contribution Contract (ACC) Acceptable Quality Levels (AQL) and CGI timeframes. The role also includes follow-up to confirm resolutions, coordination with other departments, day-to-day portfolio management, reviewing reports and escalating issues, setting goals, and communicating with internal and external stakeholders, including government or commercial clients.

Requirements

Associate's degree, or significant relevant experience in lieu of an associate's degree.
1–3 years of experience in a call center environment.
Experience interpreting and understanding government guidelines.
Proven ability to manage a portfolio workload within short timelines.
Strong attention to detail, organizational ability, problem-solving skills, and analytical skills relating to HUD Subsidized Multifamily Housing Programs.
Excellent analytical skills and strong decision-making abilities.
Excellent verbal, written, and interpersonal communication skills.
Ability to work independently and as part of a team.
Ability to multitask in a fast-paced production environment and meet operational goals.
A history of effective communication and a proven track record of superior operations and production management.
Intermediate proficiency in Outlook, Excel, Word, and PowerPoint.
U.S. citizenship is required.

Responsibilities

Receive and respond to large volumes of assigned calls, documenting systems with written communication and supporting documents in accordance with HUD ACC AQLs and CGI internal timeframes.
Follow up on calls to confirm resolution based on appropriate action for the caller and management.
Work with other departments at various locations to resolve issues associated with call investigations.
Manage a portfolio day to day, review reports to meet internal and external AQLs, stay current on project knowledge, and escalate issues promptly.
Set personal goals and objectives to meet weekly and quarterly tasks.
Communicate effectively with internal and external stakeholders, including government or commercial clients.