Call Center Assistant Supervisor

City of New York • New York, NY

1d • $55,105 - $90,000 • Onsite

About The Position

The NYC Department of Environmental Protection (DEP) is seeking an experienced candidate to serve as an Assistant Supervisor in the Call Center. The role involves reviewing, monitoring, and evaluating Customer Service Representatives' calls to ensure accurate communication of DEP and Water Board policies and procedures. The Assistant Supervisor will provide feedback for quality assurance, coaching, and staff development, prepare and review referrals, ensure customers receive accurate and courteous information, enforce the Uniform Code of Conduct, monitor subordinate time and leave, reinforce DEP rules and regulations, and complete additional duties as assigned. This position utilizes manual and automated office systems and involves responsible office, supervisory, or administrative work with varying degrees of latitude for independent initiative and judgment. All personnel are expected to perform related work and may be required to perform duties of lower-level titles.

Requirements

• A baccalaureate degree from an accredited college and two years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in '1' above; or
• A four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in '1' above; or
• Education and/or experience equivalent to '1', '2', or '3' above. However, all candidates must possess the one year of administrative or supervisory experience as described in '1' above.
• Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in '1' above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 years.

Nice To Haves

• Call Center Experience.
• Knowledge of Call Center software (i.e., Cisco or Calabrio).
• Knowledge of UMAX
• Monitoring Call Center metrics and service levels and make adjustments as needed.

Responsibilities

• Review, monitor, and evaluate Customer Service Representatives calls to ensure the accurate communication of DEP and Water Board policies and procedures.
• Provide feedback to Customer Service Representatives, supervisors, and managers on strengths and opportunities regarding performance and productivity for quality assurance, coaching, and staff development opportunities.
• Prepare and review referrals and related service requests.
• Ensure all customers are provided with accurate information in a courteous and professional manner.
• Enforce the Uniform Code of Conduct and initiate disciplinary action.
• Monitor time and leave of subordinates.
• Reinforce and disseminate DEP rules and regulations.
• Team developments.
• Complete projects and additional duties as prescribed by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level