Announcement Details
Exam Announcement Details
Exam Title 3-1-1 Contact Center Agent Supervisor
Exam Number 6J57-20240819-10-00
Salary $48,990.00 - $53,761.00 per year
Certification Rule Rule of Five (5)
Competition Department Only Promotional
Department 10 - Managing Director's Office
Announcement Date 08/19/2024
Close Date 08/30/2024
General Definition
This is supervisory level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class supervises and coordinates the day-to-day operations, functions and activities of a diverse workforce engaged in receiving, processing and responding to requests for non-emergency City services and information. A significant aspect of the work is ensuring quality and efficient customer service delivery. The class is differentiated from the advanced performance level class as employees have supervisory responsibilities and are accountable for carrying out work objectives within the scope of established guidelines. Work is performed under the general supervision of an administrative superior.
Union Code A. AFSCME D.C.33 Supervisory
FLSA Code Exempt
Application Procedures
CITY OF PHILADELPHIA APPLICATION INFORMATION
Thank you for your interest in employment with the City of Philadelphia. Please refer to the important information below regarding this job opportunity.
City of Philadelphia
Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102
Phone: 215-686-2559
Fax: 215-686-0861
Email: [email protected]
Minimum Training, Education & Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Candidates must meet requirements within 30 days after the last date for filing applications.
OPTION 1: 311 Contact Center Employees
AND
OR
OPTION 2: External Applicants
AND
AND
NOTE : Successful completion of 30 credits at an accredited college or university may substitute for up to one year of the General Experience.
Physical & Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Other Requirements
Required Licenses & Certifications
Requirements
TRANSCRIPT , LICENSES , REGISTRATIONS AND CERTIFICATION REQUIREMENTS
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations, or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration, or certification.
If you have ever submitted a paper transcript, license, registration, or certification for any City of Philadelphia civil service examination, you have to submit another document
Option 1 – Upload a paperless transcript, license, registration, or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration, or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Email: [email protected]
Fax: 215-686-2347 with ATTN : Bryanna Nagele
Mailing Address
City of Philadelphia
Office of Human Resources
1401 J.F. Kennedy Boulevard, Room 1530
Philadelphia, PA 19102
Attention: Bryanna Nagele
Equivalency Statement(s)
Any equivalent combination of education and experience determined to be acceptable the Office of Human Resources which includes the specific experience.
Application Details
Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer
Impact – The work you do here matters to millions.
Growth – Philadelphia is growing, why not grow with it?
Diversity & Inclusion – Find a career in a place where everyone belongs.
Benefits – We Care About Your Well-being.
The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected] . For more information, go to: www.phila.gov/humanrelations
The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodations for candidates with documented medical or religious reasons. Candidates may request an accommodation for a Civil Service examination by contacting the Equal Employment Opportunity / Affirmative Action Unit of the Philadelphia Department of Labor at 215-683-5085. The accommodation process is interactive and requires cooperation and communication between the applicant requesting a test accommodation and the EEO Unit. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.
Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at [email protected]
ALL Applications must be received by the end of business on 08/30/2024.
Your application will be rejected, and you will be disqualified from competing in this examination if you:
If you provide an e-mail address, all correspondence regarding this examination will be sent to you by e-mail. You should add [email protected] to your address book or list of trusted contacts to prevent notices from being marked as spam by your e-mail provider.
Please call the Office of Human Resources at 215-686-0880 or email [email protected] if you have any questions.
Information concerning employment with the City of Philadelphia may be found at:
http://www.phila.gov/personnel
http://www.phila.gov/personnel/ExamsFAQ.html
Facebook
Twitter
Youtube
Linkedin
ELIGIBLE LIST : DEPARTMENTAL - ONLY PROMOTIONAL – Only a departmental promotional eligible list for the Managing Director’s Office will be established as a result of the examination.
Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.
Preference For Philadelphia Residents
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other persons receiving an identical test score. If you have maintained a bona fide residence in Philadelphia for at least one year immediately preceding 09/19/2024, you are eligible to claim residency preference.
To receive such preference, candidates must respond to the question regarding residence later in this form.
The response on this application will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.
If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.
Projected Exam Date
This Computer-based written examination is scheduled for 09/19/2024. Please note that this examination date is subject to change.
Candidates must have access to a desktop computer, laptop, with internet access. If you do not have internet access please contact the analyst listed on this announcement
An Eligible List will be established the week of 10/07/2024. Please note that this date may change.
Test Review
In accordance with Civil Service Regulation 9.091B, candidates will have 30 days after the results have been mailed to review their test and to file appeals to the key answers. Call 215-686-0880 if you wish to schedule a Test Review.
Assigned to (view only)
Assigned to Bryanna Nagele
Parts & Weights
Part Computer-Based Multiple Choice Exam
Weight 90%
Part Seniority Rating
Weight 10%
Exam Announcement Details
Exam Title 3-1-1 Contact Center Agent Supervisor
Exam Number 6J57-20240819-10-00
Salary $48,990.00 - $53,761.00 per year
Certification Rule Rule of Five (5)
Competition Department Only Promotional
Department 10 - Managing Director's Office
Announcement Date 08/19/2024
Close Date 08/30/2024
General Definition
This is supervisory level customer service work on an assigned or rotating shift in the City’s 3-1-1 Contact Center. An employee in this class supervises and coordinates the day-to-day operations, functions and activities of a diverse workforce engaged in receiving, processing and responding to requests for non-emergency City services and information. A significant aspect of the work is ensuring quality and efficient customer service delivery. The class is differentiated from the advanced performance level class as employees have supervisory responsibilities and are accountable for carrying out work objectives within the scope of established guidelines. Work is performed under the general supervision of an administrative superior.
Union Code A. AFSCME D.C.33 Supervisory
FLSA Code Exempt
Application Procedures
CITY OF PHILADELPHIA APPLICATION INFORMATION
Thank you for your interest in employment with the City of Philadelphia. Please refer to the important information below regarding this job opportunity.
- You must complete the entire application process, provide accurate and up to date contact information, and submit all certifications, required licenses, and relevant documentation with each application or email the documents as an attachment to the Human Resources Representative listed below prior to the date of the exam.
- The analyst responsible for reviewing applications and additional documentation for this job opportunity is:
City of Philadelphia
Office of Human Resources
1401 JFK Blvd., Room 1530
Philadelphia, PA 19102
Phone: 215-686-2559
Fax: 215-686-0861
Email: [email protected]
- For all other inquiries please contact Customer Service at 215-686-0880 or email [email protected]
Minimum Training, Education & Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Candidates must meet requirements within 30 days after the last date for filing applications.
- CIVIL SERVICE STATUS Presently employed by the City of Philadelphia with permanent Civil Service status in the Managing Director’s Office with a performance rating of Satisfactory or higher
- EDUCATION : Education equivalent to completion of the twelfth school grade.
OPTION 1: 311 Contact Center Employees
AND
- GENERAL EXPERIENCE : Two years of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a high volume call center or the City’s 3-1-1 Contact Center.
- SPECIFIC EXPERIENCE :
OR
OPTION 2: External Applicants
AND
- GENERAL EXPERIENCE :
AND
- SPECIFIC EXPERIENCE :
NOTE : Successful completion of 30 credits at an accredited college or university may substitute for up to one year of the General Experience.
Physical & Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Other Requirements
Required Licenses & Certifications
Requirements
TRANSCRIPT , LICENSES , REGISTRATIONS AND CERTIFICATION REQUIREMENTS
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations, or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration, or certification.
If you have ever submitted a paper transcript, license, registration, or certification for any City of Philadelphia civil service examination, you have to submit another document
Option 1 – Upload a paperless transcript, license, registration, or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration, or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Email: [email protected]
Fax: 215-686-2347 with ATTN : Bryanna Nagele
Mailing Address
City of Philadelphia
Office of Human Resources
1401 J.F. Kennedy Boulevard, Room 1530
Philadelphia, PA 19102
Attention: Bryanna Nagele
Equivalency Statement(s)
Any equivalent combination of education and experience determined to be acceptable the Office of Human Resources which includes the specific experience.
Application Details
Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer
Impact – The work you do here matters to millions.
Growth – Philadelphia is growing, why not grow with it?
Diversity & Inclusion – Find a career in a place where everyone belongs.
Benefits – We Care About Your Well-being.
The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected] . For more information, go to: www.phila.gov/humanrelations
The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodations for candidates with documented medical or religious reasons. Candidates may request an accommodation for a Civil Service examination by contacting the Equal Employment Opportunity / Affirmative Action Unit of the Philadelphia Department of Labor at 215-683-5085. The accommodation process is interactive and requires cooperation and communication between the applicant requesting a test accommodation and the EEO Unit. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.
Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at [email protected]
ALL Applications must be received by the end of business on 08/30/2024.
Your application will be rejected, and you will be disqualified from competing in this examination if you:
- Do not provide your complete and accurate social security number.
- Attempt to practice fraud or deception in the preparation of this application
If you provide an e-mail address, all correspondence regarding this examination will be sent to you by e-mail. You should add [email protected] to your address book or list of trusted contacts to prevent notices from being marked as spam by your e-mail provider.
Please call the Office of Human Resources at 215-686-0880 or email [email protected] if you have any questions.
Information concerning employment with the City of Philadelphia may be found at:
http://www.phila.gov/personnel
http://www.phila.gov/personnel/ExamsFAQ.html
Youtube
ELIGIBLE LIST : DEPARTMENTAL - ONLY PROMOTIONAL – Only a departmental promotional eligible list for the Managing Director’s Office will be established as a result of the examination.
Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.
Preference For Philadelphia Residents
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other persons receiving an identical test score. If you have maintained a bona fide residence in Philadelphia for at least one year immediately preceding 09/19/2024, you are eligible to claim residency preference.
To receive such preference, candidates must respond to the question regarding residence later in this form.
The response on this application will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.
If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.
Projected Exam Date
This Computer-based written examination is scheduled for 09/19/2024. Please note that this examination date is subject to change.
Candidates must have access to a desktop computer, laptop, with internet access. If you do not have internet access please contact the analyst listed on this announcement
An Eligible List will be established the week of 10/07/2024. Please note that this date may change.
Test Review
In accordance with Civil Service Regulation 9.091B, candidates will have 30 days after the results have been mailed to review their test and to file appeals to the key answers. Call 215-686-0880 if you wish to schedule a Test Review.
Assigned to (view only)
Assigned to Bryanna Nagele
Parts & Weights
Part Computer-Based Multiple Choice Exam
Weight 90%
Part Seniority Rating
Weight 10%