ResponsibilitiesOversee the daily operations and supervise the Member Service Generalists in the New York City office; evaluate departmental performance and develop strategic plans to improve current operationsPrepare, analyze and maintain call center statistical data to determine areas of deficiencies and develop methods to improve the delivery of excellent member serviceOrganize new methods to resolve immediate staffing, workflow and call flow issues to assure departmental and organizational goals are met within service standardsEstablish procedures and assign responsibilities as appropriate in compliance with organizational policies and procedures to create seamless, streamlined functions within departmentReport trends of incoming calls, backlogs, system errors and malfunctionsDirect supervision of limited and unlimited staff including but not limited to Member Services Manager, Job Service Coordinators and Member Service Specialists in the Queens/Long Island regionAct as a liaison with Training and Employment Fund Operations and the Information Technology units; access all web-based applicants relevant to inquiries (ie.
Megasystem, Matchmaker, STAR, ICIMS, etc.)Assist with the development of staff training for Member Service Generalists and staffPerform additional duties and projects as assigned by management QualificationsBachelor’s degree or equivalent years of experience required; Master’s degree preferredMinimum six (6) years’ experience in overseeing administrative and/or quality improvement functions to include four (4) years of supervisory experience and (2) years of recruitment manager experience requiredExcellent written and verbal communication skillsBilingual in a second language preferredKnowledge of unions and labor relations preferredAbility to maintain confidential information and handle sensitive issues