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311 Escalation Line Team Leader

311 Escalation Line Team Leader

Posted on: 11/22/2023
  1. Full-time



  1. Exam may be required


311 Operations

$56,237.00 – $56,237.00

Job Description

This vacancy has now expired.

The successful candidate will serve as a 311 Escalation Line Team Leader reporting to the 311 Customer Service Center. Responsibilities will include: assist Call Center Representatives (CCRs) in 24/7 customer service operations; monitor CCR performance; identify coaching needs to ensure quality customer service; handle high priority calls and escalated calls; provide support for 311 operations and citywide programs; maintain detailed documentation; prepare specialized reports; maintain and update database systems; communicate updates as needed; conduct team meetings; gather and validate content requests; utilize automated systems, workforce management tools, complex applications, and call center technologies to support data-driven strategies; and assist in coordination of special projects as assigned. Note special working conditions for the Associate Call Center Representative position: Some of the physical activities performed and environmental conditions experienced include sitting for extended periods of time with headset on while monitoring two computer screens; speaking calmly and clearly in order to elicit information and provide instruction and information to continuous flow of callers; listening carefully to clearly understand information; making responsible judgments where timing is critical; and sitting within hearing distance of others working under similar conditions.

Preferred Skills: The preferred candidate should possess the following: 1+ year of full-time satisfactory professional experience as a Call Center Representative (CCR); recent QA average of 90 or above; overall performance evaluation rating of Good or higher; professional experience assisting or supervising work teams in a large call center environment; demonstrated knowledge of call center best practices, performance indicators, call center telephony, and application technologies; advanced written and verbal communication skills; strong leadership, collaboration, and team building skills; strong customer and quality focus; excellent planning and problem solving skills; knowledge of advanced functions of Microsoft Office programs such as Word, Excel, Access, Visio, Project, and PowerPoint; experience using customer service technical applications and related technologies for reporting and quality assurance management; excellent organization and facilitation skills; and ability to handle multiple tasks simultaneously under tight deadlines in a fast paced environment.

Hours/Shift: Due to the necessary support duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

To Apply:

Please go to Employee Self Service (ESS), click on Careers, and search for Job ID # 615539



Minimum Qualifications

1. A baccalaureate degree from an accredited college and one year of satisfactory, fulltime experience in a customer service or public relations capacity; or
2. An associate degree from an accredited college and three years of satisfactory, fulltime experience in a customer service or public relations capacity; or
3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above. Each year of satisfactory, full-time experience working for New York City government in a customer service or public information capacity may be substituted for up to two years of this experience. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 64 semester credits for each year of the experience described in "2" above.
To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, either:
a) two more years of satisfactory full-time experience in a customer service or public information capacity; or
b) One more year of full-time satisfactory experience working for New York City government in a customer service or public information capacity.
However, all candidates for Assignment Level II must have at least one additional year of customer service or public information experience.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness

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/.
Residency Requirement

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.
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.

Job ID


Title code


Civil service title


Title classification


Business title

311 Escalation Line Team Leader

Posted until


  1. Experienced (non-manager)

Number of positions


Work location

59 Maiden Lane

  1. Constituent Services & Community Programs