The NYC Department of Buildings Customer Service Office seeks Supervisor, Call Center to supervise a fast-paced call center environment that provides customer support through incoming
telephone calls. The Call Center Supervisor will be responsible for overseeing and improving the service levels, policies, and procedures of the Call Center customer service team. The ideal candidate is an effective communicator with adept problem solving and leadership skills. The candidate will work closely with external customers as well as internal stakeholders to drive outcomes while maintaining a high level of professionalism.
The responsibilities include:
• Supervise and train Operations Associates who answer and address customer inquiries via telephone, email and in-person.
• Monitoring staff workload and ensure adherence to service levels, policies, and procedures.
• Provide coaching to enhance staff knowledge and skills in addressing customer issues.
• Report customer service code of conduct issues and complaints to the appropriate unit or agency.
• Correspond with internal and external customers by telephone, e-mail, mail and in-person.
• Track and monitor all incoming inquires and communicate feedback.
• Coordinate with staff in other units to resolve complex customer inquiries that require subject matter expert assistance, ensuring effective and efficient task completion.
• Troubleshoot and update technical applications to solve system issues identified by external customers.
• Make recommendations on policies and procedures with the goal of updating, improving, and creating communication materials for external customers including frequently asked questions.
• Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer service operations.
• Perform duties and responsibilities as assigned by the Deputy Directors and Director of Customer Operations and Chief Customer Officer.
Minimum Qual Requirements
1. A baccalaureate degree from an accredited college and three 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
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in “1” above; or
3. A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in “1” above;
4. 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 3½ years.
Preferred Skills
1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or equivalent
2. Experience working in a customer-focused environment providing technical assistance
3. Excellent written and verbal communication skills, including providing feedback and training
4. Excellent active listening and comprehension skills
5. Excellent organizational skills, including time management and resource management
6. Strong skills in troubleshooting, problem-solving and identifying root cause issues
7. Strong computer skills: experience with IVR and ticketing platforms is a plus
8. Ability to learn and support new systems and applications
9. Ability to communicate technical information to nontechnical personnel
10. Ability to maintain high level of professionalism
Additional Information
ONLY PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATES, APPLICANTS WHO ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATEOPEN COMPETITIVE LIST, AND APPLICANTS AS INDICATED BELOW WILL BE CONSIDERED WILL BE CONSIDERED.
Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York.
To Apply
For Non-City/External Candidates: Visit the External Applicant NYC Careers site (nyc.gov/jobs/search) and search for the specific Job ID #
For Current City Employees: Visit Employee Self-Service (ESS) to view and apply for available positions. Click on Recruiting Activities, Careers, and search for the specific Job ID #
No phone calls, faxes or personal inquiries permitted.
NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED
55-a 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.
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.
POSTING DATE
07/17/2023
POST UNTIL
07/30/2023
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.