Call Center Supervisor

Note: Only those serving in the civil service title of Principal Administrative Associate will be considered.

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 storm water, 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 is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City.

The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. Bureau of Customer Services serves approximately 836,000 customers and collects more than $4.5 billion in revenue each year.

Under the direct supervision of the Call Center Director, with wide latitude for independent judgement and action, the selected candidate will work with the Call Center team of Supervisors to develop and implement a training structure to facilitate the development of a skilled, courteous and efficient Call Center; review and monitor Customer Service Representatives calls (live and recorded) to ensure the accurate communication of DEP policies and procedures for quality assurance and coaching purposes; answer calls directly and via staff escalation to resolve all customer water and sewer related concerns; monitor and review Cisco work flows; update and ensure that staff update Bureau of Customer Services systems, including but not limited to UMAX (Customer information System for Utilities), in accordance with Bureau of Customer Services policies and procedures, prepare and review reports regarding employee performance and project progress; review work assignments of subordinates; schedule adequate phone coverage and supervision during regular and extended hours; oversee outbound and inbound call center efforts and projects; address 311 referrals and other related service requests; enforce the Uniformed Code of Conduct and initiate disciplinary action; conduct quarterly and annual performance evaluations; monitor time and leave of subordinates; conduct staff meetings to disseminate DEP rules and regulations and team developments. In the temporary absence of supervisor, may assume the duties of that position.

Note: Only those serving in the civil service title of Principal Administrative Associate will be considered.

Preferred Skills:

1. Working in a high-volume Call Center.
2. Supervisory experience (2 years)
3. Knowledge of Bureau of Customer Services Call Center software (i.e. Cisco or Calabrio).
4. Monitoring Call Center metrics and service levels and make adjustments as needed.

To Apply
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Hours/Shift
35 hours per week

Work Location
59-17 Junction Blvd.

Queens Borough Office Call Center

Appointments are subject to OMB approval
For additional information about DEP visit us at www.dep.nyc.gov

Recruitment Contact: Grace Pigott
Recruitment Email: recruit@dep.nyc.gov

PRINCIPAL ADMINISTRATIVE ASSOC - 10124