About DoITT: NYC's Department of Information Technology and Telecommunications DoITT) enables the City to meet the demands for operational excellence through the effective use of technology.

Why join DoITT? - A government agency run like a Fortune 500 company - 1000+ employees with a growth rate of 200%+ in the last 2+ years and growing - Outstanding benefits - State-of-the-art technologies - An opportunity to contribute to the success of enterprise-wide projects - Real potential for professional growth and advancement DoITT Divisions: - 311 Citizen Service Center - NYC Media Group - Enterprise Technology Development - E-911 - Geographic Information Systems - Telecom Services - Information Utility Title: Call Center Manager - JVN #1557 Salary Range to $70,000 plus Excellent Comprehensive Benefits Package Location: New York, NY (Downtown) New York City's 3-1-1 Citizen Service Center, run out of the Department of Information Technology and Telecommunications (DoITT), has revolutionized how New Yorkers contact government.

Handling over 15 million calls annually, 3-1-1 has raised the bar for customer contact centers in the public sector and in private industry.

JOB DESCRIPTION: (New York City Residency required within 90 days of appointment) Responsibilities include: - Institute and achieve measurable successes, supervise and evaluate Call Center Staff and other operational support staff; - Monitor Call Center operations by managing and elevating risks and resolving issues; - Answer Call Center calls periodically; - Identify gaps in existing policies and procedures; - Identify training needs to ensure quality customer service; - Oversee CCS statistical reports by analyzing the quantity, speed, level and quality of service and provide feedback; - Establish and maintain cooperative relationships with executive/management personnel in the Call Center concerning implementation and coordination of Call Center related services and standards; - Work with vendors to ensure provision of quality service.

* Flexible schedule required, including nights and weekends * PREFERRED SKILLS: - Demonstrated experience supervising, managing, and coordinating large-scale Customer Service/Call Center staff.

- Preference will be given to candidates who possess experience developing policies and procedures, developing and implementing innovative strategies to meet superior quality objectives in a dynamic environment and managing change;.

- Strong organizational, time management, oral and written communication skills are critical;.

- Demonstrated knowledge of customer service metrics, demonstrated leadership, staff development and analytic skills preferred;.

- Experience managing in 'high stress' and/or crisis situations a plus.

CIVIL SERVICE QUALIFICATION REQUIREMENTS

1. A Bachelor's Degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation of resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity.

The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.

-OR

2. An Associate's Degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity.

The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.

-OR

3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity.

The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.

-OR

4. Education and/or experience equivalent to above.

However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described above.

Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 1/2 years.

TO APPLY, PLEASE SUBMIT RESUME INDICATING JVN #1557 TO: Department of Information Technology and Telecommunications (DoITT) Recruitment Office, 75 Park Place - 9th Floor, New York, NY 10007 -OR- E-mail to 311jobs [at] doitt [dot] nyc [dot] gov (indicate Office Title in subject line) The City of New York is an Equal Opportunity Employer

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