Call Center Supervisor & QA Lead

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

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