Call Center Operations Supervisor

NYC Department of Environmental Protection (NYC DEP); New York (NY); On-site; USD 55,000 - 81,000; Full time

Benefits offered by this job

55a Program

Public Service Loan Forgiveness

Residency eligibility

Job summary

NYC Department of Environmental Protection (DEP) seeks a Principal Administrative Associate I to act as Assistant Supervisor in the Call Center. You will review calls, coach staff, and ensure accurate DEP policy communication and adherence to the Uniform Code of Conduct.

You will also prepare referrals and service requests, monitor performance metrics, and assist management with staff development, timekeeping, and process improvements within the Bureau of Customer Services. Location: Corona, NY.

Qualifications

• Bachelor's degree with 2 years clerical/administrative experience, 1 year supervisory.
• Associate degree with 3 years clerical/administrative experience including 1 year supervisory.
• High school diploma with 4 years clerical/administrative experience including 1 year supervisory.
• Education/experience equivalency with one year supervisory experience.

Responsibilities

• Review, monitor, and evaluate Customer Service Representative calls for quality assurance.
• Provide feedback to staff, supervisors, and managers to improve performance.
• Prepare and review referrals and service requests; enforce conduct rules and process discipline when needed.
• Monitor time and leave of subordinates and coordinate with management on staffing and workflow improvements.

Skills

Call Center Experience

Call Center software Cisco/Calabrio

UMAX

Call center metrics

Education

Bachelor's degree

Associate degree

High school diploma

Education/experience equivalency

Tools

Cisco/Calabrio

Job description

NYC Department of Environmental Protection (DEP) seeks a Principal Administrative Associate I to act as Assistant Supervisor in the Call Center. You will review calls, coach staff, and ensure accurate DEP policy communication and adherence to the Uniform Code of Conduct.

You will also prepare referrals and service requests, monitor performance metrics, and assist management with staff development, timekeeping, and process improvements within the Bureau of Customer Services. Location: Corona, NY.