CONTACT 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 Contact Center Specialist in Columbus, OH.
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.
*Regular work hours are Mondays - Fridays 8am-5pm for 3 weeks per month AND MUST also work one week every month from 11am to 8pm EST* 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.
*Regular work hours are Mondays - Fridays 8am-5pm for 3 weeks per month AND MUST also work one week every month from 11am to 8pm EST* 1) Associates Degree is required OR must have significant relevant experience in lieu of an Associates 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 Candidates must demonstrate the ability to work independently and as part of a team.
They must possess and demonstrate 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.
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 and 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.
Compensation decisions are dependent on the facts and circumstances of each case.
A reasonable estimate of the current range for this role in the U.
.
is $.
#CGIFederalJob #LI-KR1 Skills.
Analytical Thinking Conflict Resolution Customer Service & Support What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
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., please email the CGI U.
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All CGI offers of employment in the U.
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are contingent upon the ability to successfully complete a background investigation.
Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.
Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check.
CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.