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 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 Columbus, OH office; however, a hybrid working model is acceptable.

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:

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. 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

Desired qualifications/non essential skills required:

• AA's degree or equivalent combination of education and relevant experience.

• 1–3 years of experience in a call center or customer service environment.

• Experience interpreting and applying federal regulations, particularly HUD guidelines and PBCA requirements.

• Strong analytical, problem solving, and decision making skills.

• Excellent verbal and written communication skills, with the ability to interact professionally with diverse stakeholders.

• Ability to manage multiple priorities in a fast paced, production driven environment.

• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.

• Ability to accurately enter and manage data across multiple electronic systems with attention to detail and consistency.

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. 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.S. is $38,800.00 - $70,300.00.

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

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Skills:

• Call/Contact handling

• Conflict Resolution

• CRM

• Customer relation

• Decision making

• Spanish

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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. 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.