FOR OTI EMPLOYEES ONLY

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as an Assistant Quality Assurance Associate reporting to the 311 Customer Service Center. Responsibilities will include: Assist in community-related liaison functions between 311 and other city agencies; assist in coordination of quality assurance initiatives across multiple customer service channels; use computer-based applications and call center technologies to support business needs and community development programs; utilize reporting tools, business intelligence applications, and database systems; assist in data collection, research, and trend analysis; assist in review of call center data; assist in preparation of business communications; assist in performing liaison functions with internal program areas and external entities; assist in the conduct of meetings and presentations; assist in facilitation of call monitoring programs; provide coaching and feedback; and assist in providing quality assurance support for 24/7 operations, citywide public health initiatives, and customer-focused projects; perform special projects and initiatives as assigned.

HOURS/SHIFT
Day - Due to the necessary duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Manhattan, NY

TO APPLY
FOR OTI EMPLOYEES ONLY

* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs.nyc.gov and search for Job ID #718272

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

OTI participates in E-Verify

COMMUNITY ASSOCIATE - 56057

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

The preferred candidate should possess the following: 1+ year of satisfactory full-time experience as a civil service Call Center Representative overall performance evaluation rating of Good or higher demonstrated knowledge of call center best practices and technologies advanced written and verbal communication skills including public speaking and presentation skills strong collaboration and team building skills strong customer and quality focus advanced knowledge of Microsoft Office programs including Word, Excel, Access, Project, PowerPoint, and Publisher programs advanced level experience with business intelligence tools and social media applications strong time management skills advanced research and data compilation skills strong business writing and documentation skills excellent planning, facilitation, and coordination skills and ability to excel in a collaborative and fast-paced environment.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

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.

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.