Under the direct supervision of the Call Center Director, with wide latitude for independent judgement and action, the selected candidate will work with the Call Center team of Supervisors to develop and implement a training structure to facilitate the development of a skilled, courteous and efficient Call Center; review and monitor Customer Service Representatives calls (live and recorded) to ensure the accurate communication of DEP policies and procedures for quality assurance and coaching purposes; answer calls directly and via staff escalation to resolve all customer water and sewer related concerns; monitor and review Cisco work flows; update and ensure that staff update Bureau of Customer Services systems, including but not limited to UMAX (Customer information System for Utilities), in accordance with Bureau of Customer Services policies and procedures, prepare and review reports regarding employee performance and project progress; review work assignments of subordinates; schedule adequate phone coverage and supervision during regular and extended hours; oversee outbound and inbound call center efforts and projects; address 311 referrals and other related service requests; enforce the Uniformed Code of Conduct and initiate disciplinary action; conduct quarterly and annual performance evaluations; monitor time and leave of subordinates; conduct staff meetings to disseminate DEP rules and regulations and team developments. In the temporary absence of supervisor, may assume the duties of that position.
Note: Only those serving in the civil service title of Principal Administrative Associate will be considered. Preferred Skills: Working in a high-volume Call Center. Supervisory experience (2 years). Knowledge of Bureau of Customer Services Call Center software (i.e. Cisco or Calabrio). Monitoring Call Center metrics and service levels and make adjustments as needed.
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program. As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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