Call Center Supervisor

Call Center Supervisor

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. The successful candidate will serve as a 311 Call Center Supervisor reporting to the 311 Customer Service Center. Responsibilities will include : supervising groups of Call Center Representatives (CCRs) in 24 / 7 customer service operations; monitoring and evaluating CCR performance; identifying training and coaching needs to ensure quality customer service; handling high priority requests and escalated calls as needed; providing support and supervision for 311 operations; preparing reports and analysis using computer programs and spreadsheet applications; maintaining detailed documentation; reviewing trends and historical data; facilitating meetings and communications; utilizing automated systems, workforce management tools, and call center technologies to support data-driven customer service strategies; and coordinating special projects as assigned.

Hours / Shift : Day - Due to the necessary duties of this position in a 24 / 7 operation, the candidate may be required to work various shifts such as weekends and / or nights / evenings.

Work Location : Manhattan, NY

To apply : Candidates must be permanent in the Associate Call Center Representative title. Please go to www.cityjobs.nyc.gov and search for Job ID #720972.

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.