Job Description The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City. The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and generates $3.6 billion of revenue annually. BCS is seeking an experienced candidate who possess strong computer skills and an advanced level of comprehension when it comes to understanding new performance based analytical software programs and applications. This individual should be adept at self-learning with the available educational materials provided. Responsibilities will include, but not limited to, recognizing trends and identifying call center representative activities, generating analytical reports in various simplified chart formats, creating profiles within Calabrio for individual Call Center supervisors and management personnel. These reports will need to be automatically generated on a monthly, weekly or daily basis. Analytical reports will be created and modified as per management instructions. It is essential that this candidate frequently listens to recorded customer calls in order to make the necessary modifications and updates ensuring a higher level of efficiency within analytical reports or forecasting potential red flags. The chosen candidate should be capable of exporting information from Calabrio, creating reports utilizing various MS applications such as Excel, Word, and PowerPoint. The candidate chosen will be responsible for setting up classes and maintaining attendance for the Training Unit in DEP University. Responsible for creating CBT’s and other types of training and or presentations for the bureau using Articulate and other applications. May perform other tasks within the Professional Development Unit as needed. 55A candidates are encouraged to apply. NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate on your resume or cover letter that you would like to be considered under the 55-a Program. This position is also open to non 55-a Program candidates serving in the permanent incumbent (civil service) title as indicated in the job posting notice under Civil Service Title. Physical/Environmental Factors: Prolonged sitting. Prolonged Standing. Extensive typing for data entry work. NOTE: Only those serving in the Permanent Civil Service Title of Administrative Manager will be considered Qualifications 1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 4. Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years. 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.