Yonkers: Call Center Supervisor

[batt2 145]

P O S T C O N S P I C U O U S L Y

THIS IS NOT AN OFFER OF EMPLOYMENT

MUNICIPAL CIVIL SERVICE COMMISSION

40 South Broadway

City Hall Room 120

Yonkers, N.Y. 10701

A NON-REFUNDABLE $15.00 APPLICATION FEE IS REQUIRED FOR EACH SEPARATELY NUMBERED EXAMINATION FOR WHICH YOU APPLY

CALL CENTER SUPERVISOR

OPEN COMPETITIVE EXAM NO.; 60-377

EXAMINATION DATE: SEPTEMBER 8, 2007

FILING OPENS: JULY 9, 2007

LAST DATE FOR FILING APPLICATIONS: AUGUST 8, 2007

APPOINTING AUTHORITY VACANCIES SALARY RANGE (per annum)

City of Yonkers As they occur $42,053 - $68,226

AN APPLICANT FOR THE OPEN-COMPETITIVE EXAMINATION MUST BE A RESIDENT OF THE CITY OF YONKERS, N.Y. AT THE TIME OF THE EXAM AND FOR AT LEAST ONE YEAR PRIOR TO AND CONTINUOUSLY UP TO THE DATE OF APPOINTMENT.

DUTIES:

This position is responsible for providing first line supervision for a call center. The work includes providing information, receiving, recording and relaying complaints from constituents to appropriate departmental personnel via an automated information system. An incumbent in this position will provide technical assistance to Call Center Operators working during the assigned shift. Work in this position may be performed during evenings, weekends and holidays. While the ability to exercise independent judgment is a requirement, general supervision is received from an immediate supervisor. Direct supervision is exercised over assigned personnel. Does related work as required.

TYPICAL WORK ACTIVITIES: (Illustrative only)

Provides technical training to call center employees in order to ensure that automated information

system is properly operated;

Provides customer service training to call center employees in order to ensure constituents are

given satisfactory service;

Monitors calls and recorded information in order to provide quality assurance in serving the City’s

constituents;

Provides performance feedback to call center employees in order to ensure quality service to

City’s constituents;

Creates work schedules for call center employees;

Maintains payroll records for assigned employees;

Maintains procurement records;

Researches, analyzes and prepares information for inclusion in system’s knowledge database;

Drafts correspondence in order to provide responses to City’s constituents;

Acts as a liaison with the various departments within the City in order to ensure services are

properly coordinated;

Prepares and reviews reports.

MINIMUM QUALIFICATIONS:

Candidates must meet the following requirement on or before the date of the written test:

OPEN COMPETITIVE: EITHER

A) Graduation from a regionally accredited or New York State registered two year college or

university with an Associate’s Degree and two (2) years of experience working in a public

or private organization dispatching calls or working as a customer service representative,

one (1) year of which must be in a supervisory capacity; or

Graduation from high school or possession of a High School Equivalency Diploma and four

(4) years of experience as described in (A), one (1) year of which must have been in a

supervisory capacity; or

C) An equivalent combination of education/training and experience as defined by the limits of

(A) and (.

NOTE:

Dispatching/customer service representative experience will be defined as work within an

environment that provides responses to information requests, forwards service requests to

appropriate responsible departments, provides feedback to customers via phone, e-mail

and written correspondence.

SUBJECTS OF EXAMINATION:

A written test designed to evaluate knowledge, skills and/or abilities in the following areas:

1. Coding/decoding information

These questions test for the ability to use written directions to code and decode information accurately. You will be asked to apply sets of coding rules to code information and to interpret coded information. Complete directions will be provided; no previous knowledge of or training in any coding system is required.

2. Providing good customer service

The questions test for the ability to provide effective customer service. Questions will cover such topics as understanding and responding to customers with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the customer and reflects well on your agency.

3. Office record keeping

These questions test your ability to perform common office record keeping tasks. The test consists of two or more “sets” of questions, each set concerning a different problem. Typical record keeping problems might involve the organization or collation of data from several sources; scheduling; maintaining a record system using running balances; or completion of a table summarizing data using totals, subtotals, averages and percents.

4. Supervision

These questions test for knowledge of the principles and practices employed in planning, organizing, and controlling the activities of a work unit toward predetermined objectives. The concepts covered, usually in a situational question format, include such topics as assigning and reviewing work; evaluating performance; maintaining work standards; motivating and developing subordinates; implementing procedural change; increasing efficiency; and dealing with problems of absenteeism, morale, and discipline.

5. Understanding and interpreting written material

These questions test how well you comprehend written material. You will be provided with

brief reading selections and will be asked questions about the selections. All the

information required to answer the questions will be presented in the selections; you will

not be required to have any special knowledge relating to the subject areas of the

selections.

. UNLESS OTHERWISE NOTIFIED, CANDIDATES ARE ALLOWED TO USE QUIET, HAND-HELD, SOLAR OR BATTERY POWERED CALCULATORS, DEVICES WITH TYPEWRITER KEYBOARDS, “SPELL CHECKERS”, “PERSONAL DIGITAL ASSISTANTS”, “ADDRESS BOOKS”, “LANGUAGE TRANSLATORS”, “DICTIONARIES”, OR ANY SIMILAR DEVICES ARE PROHIBITED. YOU MAY NOT BRING BOOKS OR OTHER REFERENCE MATERIALS.

[CAM502 6]

This would be for the new 311 center not Yonkers 911...just FYI.

[Oswegowind 17]

Yeah "311" right! I want to know what happens if Amicone loses the election...who gets to answer the 311 calls? Me?

[RWC130 594]

Oswegowind,

Have NO FEAR... If "311" fails I will post your Cell Number all over South Yonkers

in case anyone needs help or questions answered. LOL!

[Oswegowind 17]

Just as long as no dopes from this site ever call my job again to ask if their scanner is on a delay!!!! Posting my number all over South Yonkers...that has probly already been done by someone I work with!

[RWC130 594]

Just as long as no dopes from this site ever call my job again to ask if their scanner is on a delay!!!!

GOTTA LOVE IT!!!!!

[Dr. Zuki 1]

This position has nothing to do with the 911 dispatchers except that it will be located nearby.

Oswegowind: Did you really get a call from a scanner user ???!!!

If somebody from the media calls asking about a job, will they get an answer or be told to call the Commissioner's office???

Is that your child in the picture eating junk food ??? ??

[Oswegowind 17]

Well, the scanner call is true! I was off...which was even worse than being there...cause the peeps at work had a ball with it.

No comment is probly what they will get, the media that is...The PD has a PIO and the FD, well, I think we refer it to the A/C on duty.

And yes, she is eating junk food...she is almost 3 years old and weighs about 25 lbs...which is good for her mom and dad's backs but she is a tiny little thing...asian influence on her mother's side is responsible for that! We were on vacation you know...there are no rules when you are away from home, right?