NYC Department of Social Services · 1 day ago
DIRECTOR OF CALL CENTER OPERATIONS
Manhattan, NY
Full-time
Onsite
Lead/Staff, Director/Executive
$95K/yr - $100K/yr
4+ years expThe NYC Department of Social Services is dedicated to fighting poverty and addressing homelessness in New York City. They are seeking a Director of Call Center Operations to oversee the daily operations of the Call Center, ensuring timely responses to requests for policy interpretation and managing staff training and resources.
ConsultingGovernmentNon ProfitSocial
No H1B
U.S. Citizen Only
Responsibilities
Direct the daily operation of the DSS OPPT Call Center staff and information systems to ensure timely and accurate response to citywide requests for interpretation and clarification of policies and procedures
Oversee and conduct complex research and preparation of documentation of Federal, State and City regulations, court decisions and other mandates using Call Center data and resources
Serve as a liaison with the Family Independence Administration (FIA) and the DSS Office of Training and Workforce Development (OTWD) to ensure comprehension of new developed material as well as existing material which may bring forth new questions
Utilize and assist in the development and maintenance of Call Center technology, databases, records, manuals and systems resources to ensure accuracy and timely research materials are available to staff
Direct the accumulation, documentation and analysis of data compiled by the Call Center staff and technology to maintain productivity and identify significant issues and query trends recommending areas for policy and procedures development to executive staff
Cultivate and solicit professional contacts to stay abreast of relative social services activities
Meet regularly with senior staff and provides reports to the Senior Director and Deputy Commissioner on Call Center progress, outcomes and developments and solicits input for Call Center service improvement
Oversee responses to Freedom of Information Law (FOIL) requests and other documentation requests related to litigation, reviewing Call Center staff response content to ensure accuracy and brings issues pertinent to Agency business to the attention of the Senior Director immediately for resolution
Qualification
Required
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. 18 months 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
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
Preferred
Experience in management and supervision of staff
Excellent communication and writing skills
Extensive knowledge of Agency operations and NYS Social Service policy and procedures
Benefits
Public Service Loan Forgiveness
Company
NYC Department of Social Services
The Department of Social Services (DSS) is comprised of the administrative units of the NYC Human Resources Administration (HRA) and the Department of Homeless Services (DHS).
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Ann Marie Scalia
General Counsel & Chief Legal Officer
Beatriz Fritschler, MPA
Deputy Commissioner, Strategic Partnerships
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