Associate I & C Engineer
NOTE: POSITION IS ONLY OPEN TO CURRENT DOE EMPLOYEES.
THIS TITLE IS IN A CIVIL SERVICE COMPETITIVE CLASS THAT IS SUBJECT TO EXAMINATION. POSITION IS ONLY OPEN TO INTERNAL DOE EMPLOYEES WHO HAVE PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE.
POSITION SUMMARY: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in Pre-Kindergarten through grade 12 (not including charter schools). The team also oversees policies and processes for citywide Gifted and Talented programs and the Public School Choice transfer process. The Office of Student Enrollment supports the NYCDOE’s core priorities by designing and implementing admissions policies and processes that provide all students with access to high-quality public schools.
P311 is the centerpiece of an overall strategy to create a positive customer service experience for parents and school staff by ensuring that they receive consistent, accurate, and timely information when they contact the NYCDOE. P311 is a call center that manages inquiries efficiently and engages parents and school staff as active partners in the education of students. It will be the gateway for central services and supplements the in-school services provided by parent coordinators, principals, guidance counselors, teachers, school staff, and central offices.
The Quality Assurance Analyst will develop quality assurance monitoring and reporting procedures for P311 and screen incoming and outgoing calls to ensure adherence to the policies and procedures of the organization. The Quality Assurance Analyst will provide feedback to assist in the creation of performance improvement and the development of training programs. Performs related work.
REPORTS TO: Director of Content, Training, and Quality Assurance
DIRECT REPORTS: N/A
KEY RELATIONSHIPS: Call Center Manager, Knowledge Analysts, Call Center Supervisors and Team leaders, Customer Information Representatives
RESPONSIBILITIES
QUALIFICATION REQUIREMENTS:
MINIMUM
POSITION IS ONLY OPEN TO INTERNAL DOE EMPLOYEES WHO HAVE PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE.
To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology.
PREFERRED
SALARY: $67,422+
PLEASE SUBMIT A RESUME AND COVER LETTER WITH YOUR APPLICATION .
APPLICATIONS WILL BE ACCEPTED THROUGH JUNE 1, 2020 UNTIL 3:00 P.M.
NOTE: THE FILLING OF ALL POSITIONS IS SUBJECT TO BUDGET AVAILABILITY.
It is the policy of the Department of Education of the City of New York to provide equal employment opportunities without regard to actual or perceived race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, unemployment status, caregiver status, consumer credit history, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. For more information, please refer to the DOE Non-Discrimination Policy.
Required Skills Required Experience