The New York City Housing Authority (NYCHA) is seeking a Director of the Customer Contact Center to lead operations of the Authority’s call center, which currently handles approximately 10,000 daily customer calls and 500 daily walk-in customers at two Walk-In Centers in Brooklyn and the Bronx. The Director will play a key role in driving a customer-focused culture at NYCHA by identifying areas of customer experience improvement and leading implementation of key strategic initiatives driven by customer feedback.

Responsibilities include but are not limited to:

- Direct all operations and activities within the Customer Contact Center (CCC) and Walk-In Centers (WIC), including oversight and improvement of key performance indicators (KPIs) and
service level agreements (SLAs), collaboration with the Information Technology Department (IT) to manage call center software, and performance monitoring/quality assurance.
- Oversee management of all employment issues for the CCC and WIC for all full-time staff and temporary staff. HR-related issues include, but are not limited to:
o Interviewing, hiring, and training of new employees,
o Introduction or modification of staff policies, procedures or programs,
o Employee development and mentorship,
o Implementation of organizational and departmental incentive and recognition programs, and
o Staff compliance with all policies and programs, including overseeing disciplinary actions and separations as warranted.
- Provide leadership and direction for all managers and team leads. Build and maintain a productive and proactive team environment through regular contact, communication, and regular onsite
and virtual meetings with staff.
- Direct the establishment of and compliance with best practices and processes across contact centers, as well as continual implementation of process improvements.
- Manage and optimize reporting and analytics on all CCC key performance indicators and business unit operations.
- Gain insights from data by developing, monitoring, and distributing regular reports highlighting key metrics and trends.
- Lead improvement initiatives to ensure goals are met or develop informed recommendations, rooted in data, to adjust goals if needed.
- Lead the execution and implementation of a consistent approach to gathering direct customer feedback to identify areas in which improvements in customer experience can be achieved.
- Serve as the business lead and partner with IT to support continued development of the technology infrastructure, including the hardware, software, telephone system requirements, reporting
capabilities, and future implementations of additional contact channels.
- Communicate with a variety of stakeholders throughout the Authority, synthesizing detailed information thoroughly and clearly to ensure understanding from all parties.
- Identify and understand all customer contact channels and implement a plan to manage effectively and consistently.
- Manage multiple projects simultaneously.
- Prepare operational budget annually and monitor and track spending throughout the year to ensure adherence to budget.
- Identify and develop contingency plans for potential risks and catastrophic events.

Additional Information
1. For NYCHA employees: employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if
applicable).
2. NYCHA has no residency requirements.

NOTE: IF THIS APPOINTMENT IS MADE ON A PROVISIONAL BASIS PURSUANT TO 65 OF THE NYS CIVIL SERVICE LAW, NO TENURE OR PERMANENCE ACCRUES TO AN INCUMBENT IN THIS POSITION BY VIRTUE OF SUCH APPOINTMENT.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please click on the link below:
https://bit.ly/55aProgram

Please read this posting carefully to make certain you meet the qualification requirements before applying to this position.

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or
2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or
3. Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

1. Bachelor’s degree from an accredited college 8+ years satisfactory professional experience in call center management or related field. 2. Demonstrated ability to identify issues, conduct root cause analysis, and drive process improvements, including ability to define, refine, and implement call center processes, procedures and policies that drive productivity and quality. 3. Knowledge of call center software application preferred. 4. Knowledge of walk-in center scheduling/queue software preferred. 5. Knowledge of call center performance evaluations preferred. 6. Experience managing managers and supervisors. 7. Demonstrated ability to work in a fast-paced environment with excellent time management skills and proven ability to multi-task, efficiently prioritize tasks, and drive projects to completion. 8. Attention to detail with strong data management and analytic skills, including proven ability to operate a data-driven, results oriented organization. 9. Excellent verbal and written communication and presentation skills. 10. Strong decision making and negotiation skills, with a keen ability to artfully influence, persuade and generate group consensus. 11. Proven customer service orientation and ability to work effectively to understand customer need and adjust as necessary, including welcoming customer feedback and ensuring systems are in place to assess satisfaction. 12. Extremely self-motivated with strong work ethic. 13. Proficiency in Microsoft Outlook, Word, Excel and PowerPoint preferred.

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.

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/.

NYCHA has no residency requirements.

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.