call center specialist

CGI•Albany, NY

1d•Hybrid

About The Position

CGI Federal, a wholly owned subsidiary of CGI, is seeking a Call Center Specialist for its operations in Albany, NY. This role is designed for an operations-minded individual in a fast-paced, results-driven environment that values autonomy and independent leadership. While the position is based in Albany, NY, a hybrid working model is acceptable. CGI Federal offers competitive compensation, comprehensive insurance options, 401(k) matching, a share purchase plan, paid time off, parental leave, learning opportunities, tuition assistance, and wellness programs.

Requirements

Ability to work independently and as part of a team.
Strong attention to detail.
Portfolio management experience.
Organizational ability.
Problem-solving and analytical skills as it pertains to HUD Subsidized Multifamily Housing Programs.
History in effective communications.
Proven track record of superior operations and production management.
Associate's degree OR significant relevant experience in lieu of an associate's degree.
1-3 years of 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 multitask in a fast-paced, production environment and meet operational goals.
Intermediate proficiency in Outlook, Excel, Word, and PowerPoint.

Nice To Haves

Spanish language skills

Responsibilities

Receive and respond to a large volume of assigned calls, documenting systems with written communication and supporting documents, in accordance with HUD Annual Contribution Contract (ACC) Acceptable Quality Levels (AQL) and CGI internal timeframes.
Follow up on calls to confirm resolution based on appropriate action on behalf of the caller and management.
Collaborate with other departments at various locations regarding resolutions associated with call investigations.
Manage portfolio activities, review reports to meet internal and external AQL, stay updated on project knowledge, and escalate issues in a timely manner.
Set personal goals and objectives to meet weekly and quarterly tasks.
Effectively communicate with internal and external stakeholders, including government or commercial clients.