311 Call Center Supervisor

OPEN TO 311/OTI EMPLOYEES ONLY

The successful candidate will serve as a 311 Call Center Supervisor for the Social Media and Chat Program reporting to the 311 Customer Service Center. Responsibilities include: Supervise groups of Call Center Representatives (CCRs) in 24/7 customer service operations; monitor and evaluate CCR performance; identify training and coaching needs to ensure quality customer service; handle high priority requests and escalated communications as needed; provide support and supervision for 311 operations; prepare reports and analysis using computer programs and spreadsheet applications; maintain detailed documentation; review trends and historical data; facilitate meetings and communications; utilize automated systems, workforce management tools, and call center technologies to support data-driven customer service strategies; and coordinate special projects as assigned.

Minimum Qualifications

1. A baccalaureate degree from an accredited college and one year of satisfactory, fulltime experience in a customer service or public relations capacity; or
2. An associate degree from an accredited college and three years of satisfactory, fulltime experience in a customer service or public relations capacity; or
3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in “2” above. Each year of satisfactory, full-time experience working for New York City government in a customer service or public information capacity may be substituted for up to two years of this experience. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 64 semester credits for each year of the experience described in “2” above.
To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, either:
a) two more years of satisfactory full-time experience in a customer service or public information capacity; or
b) One more year of full-time satisfactory experience working for New York City government in a customer service or public information capacity.
However, all candidates for Assignment Level II must have at least one additional year of customer service or public information experience.

Preferred Skills

Candidates must currently be serving in a permanent ACCR civil service title to apply. The preferred candidate should possess the following: 3+ years of satisfactory work experience as a permanent civil service ACCR Level 1 full-time supervisory experience prior experience with 311’s Social Media and Chat Program overall performance evaluation rating of Good or higher demonstrated knowledge of call center best practices, call center telephony, and related technologies advanced written and verbal communication skills strong collaboration skills strong customer and quality focus excellent problem solving skills advanced knowledge of Microsoft Office programs including Word, Excel, Access, Project, and PowerPoint strong knowledge of business intelligence tools, social media applications, and online trends excellent analytic, organization, and facilitation skills strong documentation skills excellent business writing skills strong time management skills and ability to coordinate multiple tasks simultaneously under tight deadlines in a fast-paced environment.
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.