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.

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.

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.