Job Description

Join to apply for the Call Center Supervisor role at NYC Department of Environmental Protection (NYC DEP) . Get AI-powered advice on this job and more exclusive features. The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system includes 19 reservoirs and 3 controlled lakes throughout a 2,000 square mile watershed extending 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees water and wastewater billing, meter maintenance, and related customer service operations, serving approximately 836,000 customers and generating over $4 billion annually. Under the supervision of the Call Center Director, the selected candidate will develop and implement training programs, monitor call quality, handle customer concerns, oversee call center operations, enforce policies, conduct performance evaluations, and manage staff schedules and discipline. The role may include acting duties in the absence of the supervisor. Note: Only candidates serving as Principal Administrative Associate in civil service are eligible. To apply, click the "Apply Button Now". Hours/Shift: 35 hours per week. Work Location: 59-17 Junction Blvd., Queens Borough Office Call Center. Appointments are subject to OMB approval. For more information, visit . Recruitment Contact: Grace Pigott Email: Gracep@dep.nyc.gov Minimum Qualifications: Baccalaureate degree and three years of full-time clerical/administrative experience, including one year in a supervisory role; or Associate degree or 60 college credits and four years of relevant experience including supervisory experience; or High school diploma and five years of relevant experience including supervisory experience; or Equivalent education and experience, with at least one year of supervisory experience. Preferred Skills: Experience in a high-volume Call Center. Supervisory experience. Knowledge of Call Center software (e.g., Cisco, Calabrio). Ability to monitor metrics and adjust operations accordingly. This position is open to qualified persons with disabilities under the 55-a Program. Indicate interest at the top of your resume and cover letter. Additional benefits include potential eligibility for Public Service Loan Forgiveness and residency requirements within NYC or nearby counties. The City of New York is an equal opportunity employer committed to diversity and inclusion. #J-18808-Ljbffr NYC Department of Environmental Protection (NYC DEP)

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