Call Center Supervisor

311 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. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. 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, candidate may be required to work various shifts such as weekends and / or nights / evenings.

Work Location : Manhattan, NY

To Apply : For OTI / 311 employees only. Candidates must be permanent in the Associate Call Center Representative title. Please go to www.cityjobs.nyc.gov and search for Job ID #720972.

Submission of a resume is not a guarantee that you will receive an interview. Appointments are subject to oversight approval.

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. OTI participates in E-Verify.

Qualifications :

• A baccalaureate degree from an accredited college and one year of satisfactory, full-time experience in a customer service or public relations capacity; or
• An associate degree from an accredited college and three years of satisfactory, full-time experience in a customer service or public relations capacity; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above.

Each year of satisfactory, full-time experience working for New York City government in a customer service or public information capacity may be substituted for up to two years of this experience. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 64 semester credits for each year of the experience described in "2" above.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, either : a) two more years of satisfactory full-time experience in a customer service or public information capacity; or b) One more year of full-time satisfactory experience working for New York City government in a customer service or public information capacity. However, all candidates for Assignment Level II must have at least one additional year of customer service or public information experience.

Salary Min : $71,558.00 Salary Max : $82,292.00