Call Center Assistant Supervisor

DEPT OF ENVIRONMENT PROTECTION; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

NYC Department of Environmental Protection (DEP) seeks a Principal Administrative Associate I to act as an Assistant Supervisor in the Call Center. The role involves reviewing CSR calls, providing feedback to staff and supervisors, and ensuring accurate DEP and Water Board policy communication.

It also covers referrals, service requests, and enforcing conduct standards. Responsibilities include monitoring subordinates’ time/leave, disseminating rules, and driving performance improvements through

Qualifications

• 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 first item
• 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 administrative supervisory experience
• Education and/or experience equivalent to first/second/third item with one year supervisory experience; substitution limits apply

Responsibilities

• Review, monitor, and evaluate calls by Customer Service Representatives to ensure accurate communication of DEP and Water Board policies and procedures
• Provide feedback to Customer Service Representatives, supervisors, and managers on strengths and opportunities for quality assurance, coaching, and staff development
• Prepare and review referrals and related service requests; ensure information provided to customers is accurate and courteous
• Enforce the Uniform Code of Conduct and initiate disciplinary action as needed
• Monitor time and leave of subordinates; reinforce and disseminate DEP rules and regulations
• Participate in team developments and complete projects as prescribed by management

Skills

Call Center Experience

Cisco/Calabrio

UMAX

Metrics Monitoring

Education

Baccalaureate degree + 2 years clerical/admin experience

Associate degree + 3 years clerical/admin experience

High school diploma + 4 years clerical/admin experience

Education/experience equivalent with 1 year supervisory

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:

• 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.

Work Location: 59-17 Junction Blvd Corona Ny

Hours/Shifts 35 hours per week

Recruitment Contact: Grace Pigott

Recruitment Email: [e-mail]

Appointments are subject to OMB approval.

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

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

Minimum Qualifications

• 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
• 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
• 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
• 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.

Preferred Skills

• 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.

55a Program

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.

Public Service Loan Forgiveness

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 https://studentaid.gov/pslf/.

Residency Requirement

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 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.