Call Center Assistant Supervisor

City of New York; New York (NY); On-site; USD 80,000 - 90,000; Full time

Job summary

NYC Department of Environmental Protection (DEP) seeks a Principal Administrative Associate I to serve as Assistant Supervisor in the Call Center. You will oversee call handling, ensure accurate policy communication, and guide staff performance.

The role emphasizes disciplinary actions, time/leave oversight, and DEP rule enforcement. Responsibilities include monitoring metrics, coaching staff, and completing special projects as prescribed by management.

Qualifications

• Requires a bachelor degree and two years clerical/administrative experience, with supervisory experience preferred.
• Alternative pathways include an associate degree with three years experience or a high school diploma with four years experience including supervisory duties.
• Substitution rules allow education to replace part of experience with limits.

Responsibilities

• Review, monitor, and evaluate calls to ensure accurate policy communication.
• Provide feedback to staff and management for quality assurance and performance.
• Prepare referrals, service requests, and enforce conduct rules; supervise time and leave.
• Perform related duties and assist with special projects as assigned.

Skills

Call Center Experience

Monitor Call Center metrics

Call Center software knowledge

UMAX knowledge

Education

Bachelor's degree

Associate degree or 60 credits

High school diploma + 4 years experience

Education/experience equivalency with supervisory exp

Tools

Cisco

Calabrio

UMAX

Job description

• Job Category: Finance, Accounting, & Procurement
• Salary Band: $80,000 to $90,000
• Compensation: USD 55,105 - USD 80,721

Job Description

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 stormwater, 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 $4 billion of revenue annual.

BCS is seeking an experienced candidate who in his/ her new role as a Principal Administrative Associate I, if selected serve as an Assistant Supervisor in the Call Center. He/she will 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. Additionally, 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.

This class of position utilizes manual and automated office systems and encompasses responsible office, supervisory or administrative work of varying degrees of difficulty and with varying degrees of latitude for independent initiative and judgment. All personnel shall perform related work, and when necessary, perform the duties of lower-level titles and Assignment Levels. May analyze and resolve issues relating to such work.

Physical/Environmental Factors:

• Prolonged sitting.
• Prolonged Standing.
• Extensive typing for data entry work.
• Heavy customer service environment.

NOTE: Only those serving in the Permanent Civil Service Title of Principal Administrative Associate will be considered.

Preferred Skills

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

Work Location: 59-17 Junction Blvd Corona Ny

Hours/Shifts 35 hours per week

Appointments are subject to OMB approval.

For more information go to www.nyc.gov/DEP

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

Qualifications

• 1. 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
• 2. 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
• 3. 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
• 4. 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 year.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.