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NYC Human Resources Administration (HRA)


NYC Human Resources Administration (HRA)

Office of Constituent Services (OCS) CALL CENTER PROJECT MANAGER Administrative Staff Analyst NM-II

The New York City Human Resources Administration (HRA), one of the nation's largest social service agencies, is recruiting for a dynamic individual to serve as the Call Center Project Manager for the agencies main call center Infoline. Infoline is HRA's call center and provides information on HRA's programs to the public. Infoline receives approximately 2.3 million calls each year. Fifty percent of the calls are handled within an Interactive Voice Response System (IVRS) and the remaining fifty percent are handled by Customer Service Agents who speak to callers in real time and are able to provide HRA case specific information. The Central Complaint Unit (CCU), a unit at Infoline, handles more complex cases that often require working with the Job Centers and Caseworkers for resolution. OCS also works with program areas to identify trends and address issues.

The Call Center Project Manager will:
• Perform impact assessments of changes to the IVRS for presentation to the IVRS business owner.
• Manage effectively the day-to-day vendor and cross-program relationships (including IT) through communications, meetings, and onsite visits.
• Help ensure that call center agents have the right support, tools, technical and service training needed to provide cost-effective and high-quality customer service.
• Conduct regular performance reviews to help ensure all key performance metrics are met or exceeded and develop action plans for operational improvements.
• Develop and implement quality assurance programs to help ensure performance meets or exceeds established standards on an ongoing basis (e.g. call quality and operations procedures).
• Drive continuous improvement- analyze current operational results and recommend operational improvement specific strategies and tactics that impact the Infoline's ability to service customers, increase productivity of agents, and help ensure end client satisfaction.

Preferred Skills:
• The ideal candidate will have a solid understanding of call center processes and technologies, experience in supporting day-to-day activities (service level monitoring, quality monitoring, complaints handling, performance tracking) & also have experience in identifying, prioritizing, and executing new projects that will make a positive impact on operational effectiveness and customer experience.
• A minimum of 3-5 years of experience leading call center operations (50 - 100+ agents) providing customer service.
• Proven call center system knowledge such as IVRS (a must), monitoring, knowledge management, workforce management (WFM), customer relationship management (CRM), and automatic call distributor (ACD) applications, Avaya knowledge preferred; strong knowledge of KPI's.
• Strong leadership and consultation capabilities, including strong analytical, negotiation and interpersonal skills.
• Must possess structured problem-solving techniques, solid decision-making skills, and be a dynamic leader with high energy level, desire for continuous growth, and ability to work in a fast-paced environment.
• Must be a team player, be able to interact with staff at all levels of the agency, and be able to communicate effectively with all internal and external customers.
• Strong writing skills a must.
• The ability to help ensure clear visibility to critical issues, to provide action plan, and to manage communications accordingly.
• Excellent organizational, facilitation, planning, and project management abilities.

Qualification requirements: 1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or 2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above. Salary Range: $54,740 - $90,000. New York City offers an excellent and comprehensive benefits package. 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. For consideration, please go to and search for Job ID #134288 to apply. SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW HRA/DSS IS AN EQUAL OPPORTUNITY EMPLOYER



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