Data and Evaluation Coordinator, DHR

Overview

Position Summary:

HR Connect is responsible for responding to human resources related inquiries from current, prospective, and former NYC Public Schools (NYCPS) employees, as well as processing transactional support for HR functions. HR Connect collaborates closely with field operations and central NYCPS offices to implement programs and processes in a customer service-focused environment serving the NYCPS community.

The Data and Evaluation Coordinator is responsible for developing, coordinating, and maintaining quality assurance and performance improvement initiatives that strengthen service delivery for the NYCPS community. This role includes monitoring calls to ensure compliance with organizational policies and procedures. The Coordinator evaluates feedback from key stakeholders to inform quality assurance assessments and policy decisions and manages the development and enhancement of data systems and tools.

They provide coaching to staff members based on monitoring results and performance data to support continuous improvement and ensure high-quality service delivery.

The Data and Evaluation Coordinator also creates reports to forecast trends and evaluate the effectiveness and quality of HR Connect services. This role provides actionable feedback to support performance improvement initiatives and the development of training programs. The Coordinator will work collaboratively with cross-functional teams to enhance customer satisfaction and improve the overall customer service experience for the NYCPS community. Performs related work.

Reports to:

Senior Performance Metrics Analyst

Direct Reports: N/A

Key Relationships:
Executive Director and HR Connect Directors, HR Connect management teams, Call Center Representatives and external Call Center vendors.