UNIT CHIEF - OPERATIONS, PCS

Job description

Please note: Only candidates who are permanent in the civil service tile Customer Information Representative will be considered for this position. GENERAL DESCRIPTION Under the general direction of the Director of Central Services or designee, the Unit Chief oversees the Process and Courier Services (PCS) Unit and is responsible for the full supervision, coordination, and quality control of Service of Process operations across multiple boroughs. The Unit Chief ensures the accurate and timely handling of Service of Process requests, supervises staff, coordinates with Law Department personnel and contracted vendors, oversees invoice reconciliation, manages database systems such as Geotab, ActSoft Workforce Manager, and OPTIC, and ensures compliance with agency policies and legal requirements. The Unit Chief exercises independent judgment in resolving operational issues, analyzing workflow needs, training Unit Chiefs and staff, and improving procedures and systems to support the effective functioning of PCS. The role also includes developing reports, monitoring activity levels including the Operations fleet of vehicles, ensuring accurate data entry, and leading the implementation and enhancement of technology systems used by the Unit. DUTIES AND RESPONSIBILITIES - Receive, assemble, and approve Service of Process requests for Manhattan, Queens, and Staten Island for Law Department attorneys and support staff. - Coordinate with Law Department clients/staff and contracted vendors to address Service of Process for recipients across the five boroughs, detention facilities, and out of state locations. - Ensure timely return of Affidavits of Service, including oversight of approximately 96 requests per month for Manhattan and 100 requests per month for Queens and Staten Island. - Allocate and supervise staff to meet tight deadlines for expedited Family Court cases, often within 24 to 48 hours. - Perform quality control on completed service requests and ensure proper logging and closing of cases in OPTIC and other databases. - Liaise with contracted vendors to resolve deadline date issues, service performance issues, and invoice discrepancies. - Review, reconcile, and ensure timely and accurate processing of monthly invoices across assigned boroughs. - Produce monthly discrepancy reports to validate vendor payments. - Supervise, coach, mentor, and train PCS staff and Unit Chiefs on systems and workflow tasks. - Assist PCS staff in troubleshooting agency iPhones, Microsoft 365 tools, ActSoft Workforce Manager, and other systems. - Ensure proper data entry in OPTIC for Manhattan, Queens, and Staten Island. - Request or perform maintenance, updates, and configuration changes in PCS database systems. - Lead the design, enhancement, and development of the OPTIC system for Manhattan, Bronx, and Brooklyn operations. - Prepare and present monthly Unit Chief reports to the Division Chief. - Monitor and report monthly activity levels and production metrics. - Manage e form overtime projects and approve staff timesheets. - Prepare statistical reports analyzing service volume, speed, and quality. - Forward unresolved or complex matters to appropriate internal offices. REQUIRED KNOWLEDGE, SKILLS & ABILITIES - Strong understanding of Service of Process procedures and legal requirements. - Proficiency with PCS operational systems including OPTIC, Geotab, and ActSoft Workforce Manager, and vendor platforms. - Strong analytical skills for reviewing invoices and identifying discrepancies. - Ability to supervise, train, motivate, and evaluate staff. - Strong communication and customer service skills. - Ability to troubleshoot technology issues. - Ability to manage multiple initiatives and competing deadlines. - Strong organizational, administrative, and documentation skills. CUSTOMER INFORMATION REP - 60888 1. A baccalaureate degree from an accredited college or university; or 2 An associate degree or 60 semester credits from an accredited college or university and one year of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or 3. A four-year high school diploma or its educational equivalent and two years of satisfactory, full-time experience as described in "2" above; or 4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 60 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. 5. 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 full-time experience described in "2" above. 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.