The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and storm water, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system's 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and generates more than $4 billion of revenue annually. 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 BCS systems, including but not limited to UMAX, in accordance with BCS 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.