DIRECTOR OF CALL CENTER OPERATIONS

Director Of Call Center Operations

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible. The Office of Procedures provides the critical link between policy development and worker execution of the agency programs. Up-to-date, well-written procedures, supported with effective training, provide workers with the knowledge and standards required to operate agency's program consistently and effectively. The Office of the General Counsel / Office of Policy Procedures and Training is recruiting one (1) Administrative Staff Analyst NM to function as Director of Call Center Operations who will :

• 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. Ensures prompt and courteous guidance to all levels of legal, professional and operational staff and ensures staff is knowledgeable in available technology, systems and materials to research policy and interpret regulations. May also provide instruction in policy research to other HRA personnel as needed.
• 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. Make recommendations to OPPT and FIA executive management on interpretation and implementation of policies and procedures to obtain optimum efficiency in the utilization of staff, systems and technology and the delivery of services to Agency clients. Prepare / draft policy and program documentation as needed.
• 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. Review and analyzes data on request types to identify trends and works with FIA and OTWD to suggest and develop back-to-basic refresher trainings based on trends.
• 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. Communicates and trains Call Center staff to ensure they are knowledgeable in the use of resources and informed of current Federal, State, City and Agency regulations, policies and business practices to provide accurate representation of Agency policy and procedures.
• 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.

Qualifications :

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. 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; 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.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.