Floor Supervisor - Queens, United States - NYC Careers

NYC Careers

Verified Company

Queens, United States

3 weeks ago

Posted by:

Mark Lane

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Description

FLOOR SUPERVISOR:

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FLOOR SUPERVISOR:

Agency: HRA/DEPT OF SOCIAL SERVICES

Posted on: 05/11/2024

Job type: Fulltime

Location

QUEENS

Title Classification: Exam may be required

Department

Constituent Services-NM

Salary range: $64, $73, APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
Under the general direction of the Director of the HRA Infoline/Medicaid Helpline, with wide latitude for independent initiative and judgment, the Floor Supervisor for HRA Infoline/Medicaid Helpline performs specialized functions to assist the Admin Manager and Director. Responds to complaints and crisis telephone calls, compiles and analyzes call center performance data, serves as Infoline's/Medicaid Helpline liaison to various offices, assists in curriculum development, and supervises Section Supervisors, who oversee multiple units of staff responding to telephone inquiries from the general public.
The Office of Constituent Services (OCS) is recruiting for two (2) Principal Administrative Associate III's to function as a Floor Supervisors who will:
Supervise Section Supervisors, who oversee multiple units of staff responding to telephone inquiries from the public seeking information on all HRA programs and services. Provide coaching to Section Supervisors and guidance on difficult matters. Realign staffing of units as necessary.
Compile, review, and analyze data and prepare summary reports on Infoline/Medicaid Helpline call center performance, including call waiting time, call abandonment, requests for callbacks, and calling trends. Assist in special projects as needed.
Respond to complaints and crisis telephone calls by conducting research and making collateral contacts as necessary to address and resolve complaints or emergency situations and provide a timely response. Maintain and utilize broad knowledge of agency regulations and policies to provide explanations to complainants about the administration of HRA benefits and services.
Represent Infoline/Medicaid Helpline at internal and external meetings, conferences, and seminars.
Serve as the Infoline/Medicaid Helpline coordinator/liaison for supplemental staffing including interns. Conduct employment interviews, oversee supplemental staff time recording and reporting, and submit requests for replacements as needed.
Serve as liaison with the Policy Procedures and Training Department to develop and plan training curriculum for all new hires and incumbent staff.
Prepare memoranda on behalf of the Infoline/Medicaid Helpline Admin Managers and Director to relay information to staff, including office procedures and protocol.
Take minutes at meetings. Prepare, complete, and submit disciplinary packages to the Office of Staff Resources Employee Discipline Unit.
Complete quarterly and annual performance evaluations for subordinate staff, and review evaluations of indirect reports.
Serve as the Infoline/Medicaid Helpline liaison to the MIS Office of Data Security regarding staff members' passwords and access to HRA databases.
Compose and record the voice recordings for Infoline/Medicaid Helpline's Interactive Voice Response System (IVRS). Make new recordings as needed to reflect updated information

Work Location:
Union Hall Street, Queens, NY

Hours/Schedule:
10AM6PM with no flex timeMinimum Qualifications1. A baccalaureate degree from an accredited college and three years of satisfactory fulltime progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;

Preferred Skills- Knowledge of New York City government social service benefit programs such as cash assistance, food stamps, and public health insurance.

- Ability to work with staff with diverse skill sets. - Dynamic leadership skills and ability to lead a team. - Excellent communication skills, both verbal and written. - Proficient in Microsoft suite of programs: Word, Excel, PowerPoint. - Knowledge of the Intranet Quorum (IQ) system. - Ability to work independently and collaboratively in a fast-paced, demanding, and complex work environment, with the ability to carry out complex assignments and adapt to changing situations and prioriti