Recruitment Call Center Supervisor

Job Description

The Fire Department of the City of New York (FDNY) is the largest Fire Department in the United States and universally is recognized as the world’s busiest and most highly skilled emergency response agency. The Department’s main goal is to provide fire protection, emergency medical care, and other critical public safety services to residents and visitors in the five boroughs. FDNY members are sworn to serve and protect life and property and the Department works to continually educate the public in fire, life safety and disaster preparedness, along with enforcing public safety codes. Since its inception in 1865, FDNY has helped lead efforts to make New York the safest big city in the nation. This accomplishment requires a steadfast and daily commitment to maintaining the Department’s core values.

The Fire Department, City of New York (FDNY), seeks one (1) full-time Recruitment Call Center Supervisor in the Office of Recruitment & Retention (ORR). Under the direction of the Deputy Director, the Recruitment Call Center Supervisor will be responsible for the day-to-day operations of ORR’s Call Center. Responsibilities include prioritizing and coordinating all demands made on the Call Center. Work closely with the Recruitment Communications Supervisor to ensure all outreach campaigns are assigned to the Recruitment Customer Service Representatives (RCSR) and launched within the agreed upon timeline. Responsible for the daily supervision of the RCSRs to ensure that the Call Center is operating effectively and efficiently. Ensure that a high level of customer service is maintained by the RCSRs by reviewing their Predictive Dialer weekly recordings, scheduling/assignment of Data Entry workloads and monitoring attendance. Ensure that ORR’s Information Line is always staffed by the RCSRs and assist them with answering questions from callers. Work closely with external vendor to troubleshoot issues with ORR’s Predictive Dialer system. Create, Review and Distribute Predictive dialer reports on a weekly basis to Deputy Director. Attend meetings with the Deputy Director, ORR’s Attrition Mitigation team and external vendors.

Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or

2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or

3. Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one year of experience as described in “1” above.

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.

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