Call Center Assistant Supervisor

City of New York•Corona, NY

18h•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. In this role, the selected individual will review, monitor, and evaluate Customer Service Representatives' calls to ensure accurate communication of DEP and Water Board policies and procedures. They will provide feedback to Customer Service Representatives, supervisors, and managers on performance and productivity for quality assurance, coaching, and staff development. The position involves preparing and reviewing referrals and service requests, ensuring customers receive accurate information courteously and professionally, enforcing the Uniform Code of Conduct, monitoring subordinate time and leave, reinforcing DEP rules and regulations, and completing projects as assigned. This role utilizes manual and automated office systems and involves responsible office, supervisory, or administrative work with varying degrees of independence and judgment. All personnel are expected to perform related work and may be required to perform duties of lower-level titles. Analysis and resolution of work-related issues may also be required.

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.
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.
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.
Education and/or experience equivalent to '1', '2', or '3' above.
Must possess the one year of administrative or supervisory experience as described in '1' above.
Only those serving in the Permanent Civil Service Title of Principal Administrative Associate will be considered.

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.
Analyze and resolve issues relating to work.