Call Center Supervisor

Job Title

Call Center Supervisor

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 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 United States, with nearly 6,000 employees.

Under the direct supervision of the Call Center Director, the selected candidate will work with the Call Center team of Supervisors to develop and implement a training structure that facilitates the development of a skilled, courteous and efficient Call Center. Duties include reviewing and monitoring Customer Service Representatives calls (live and recorded) to ensure accurate communication of DEP policies and procedures for quality assurance and coaching;

answering calls directly and via staff escalation to resolve all customer water and sewer related concerns; monitoring and reviewing Cisco workflows; keeping BCS systems updated, including UMAX, in accordance with BCS policies and procedures; preparing and reviewing reports regarding employee performance and project progress; reviewing work assignments of subordinates; scheduling adequate phone coverage and supervision during regular and extended hours;

overseeing outbound and inbound call center efforts and projects; addressing 311 referrals and other related service requests; enforcing the Uniformed Code of Conduct and initiating disciplinary action; conducting quarterly and annual performance evaluations; monitoring time and leave of subordinates; and conducting staff meetings to disseminate DEP rules, regulations and team developments. In the temporary absence of a supervisor, may assume their duties.

• Working in a high-volume Call Center.
• Supervisory experience.
• Knowledge of Call Center software (e.g., Cisco or Calabrio).
• Monitoring call center metrics and service levels and making adjustments as needed.

• A baccalaureate degree from an accredited college and three 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 four 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 five 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 six months of experience up to a maximum of 3½ years.

• This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
• As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at (Use the "Apply for this Job" box below)..
• New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for two…