Call Center Director - 311

Call Center Director – 311
Salary Range to: $130,000 (Commensurate with Experience)
Excellent Benefits
New York, NY (Downtown - 59 Maiden Lane)

New York City’s Customer Service Center, which is part of the Department of Information Technology and Telecommunications (DoITT), has revolutionized how New Yorkers contact City government. Run like a private enterprise and handling over 13 million calls per year, 311has raised the bar for customer contact centers in the public sector and in private industry.

NEW YORK CITY RESIDENCY REQUIRED WITHIN 90 DAYS OF APPOINTMENT

- Responsible for the successful operation and expansion of the 311 Call Center including call taking and service delivery;
- Adherence and compliance with policies and procedures;
- Management and scheduling of multi-site locations;
- Ensuring 24/7 operational coverage and contingencies;
- Designing and implementing strategies;
- Measuring and reporting performance results;
- This position has a broad scope which includes responding to the needs of New York City agencies, the Mayor's office, and the 311 call taking staff;
- Initiate programs and implement standards to ensure each citizen call is handled in a high quality fashion and citizen needs are accurately and quickly conveyed to constituent agencies;
- Must be available to be on call in a 24/7/365 environment.

Essential Skills:
- Bachelor's Degree and a minimum of 10 years related management experience in a large Call Center/Customer Service environment;
- Experience and success in running and providing strategic leadership in large multi-lingual operations spanning multiple sites;
- Developing and implementing policies and procedures;
- Managing large budgets;
- Managing vendors, fostering business relationships with public and private sector entities;
- Evaluating and implementing technological enhancements to improve business operations;
- Knowledge of next generation call centers; Call center best practices, call center telephony and technologies strongly preferred.

Requirements:
BA/BS and 4 years of related experience with 18 months in a managerial/lead capacity
-OR-
Education and Experience equivalent

TO APPLY, PLEASE SUBMIT RESUME INDICATING 311-CCD to: 311Exec@doitt.nyc.gov
-OR-
Department of Information Technology and Telecommunications (DoITT) Recruitment Office, 75 Park Place – 5th Floor NY, NY, 10007

DoITT and the City of New York are Equal Opportunity Employers