Call Center Supervisor

Call Center Supervisor

The NYC Department of Consumer and Worker Protection (DCWP) is the nation's leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City's Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live.

Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that businesses across New York City meet the legal requirements to operate fairly, safely, and in compliance with local law. Through licensing more than 45,000 businesses in over 45 industries, the Division ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. The Division is the first point of contact for businesses navigating the licensing process, and it plays a critical role in upholding the integrity of the marketplace by making compliance accessible, efficient, and equitable. The Licensing Division supports DCWP's broader mission of protecting New Yorkers by ensuring that every business that needs to be licensed operating in the five boroughs has met the standards required to serve the public with integrity.

The Licensing Division's General Vending Unit is seeking an experienced and organized Call Center Supervisor to lead the unit's telephone and appointment operations. The Supervisor will report to the Deputy Director of General Vending Unit and will ensure that call center staff deliver consistent, accurate, and efficient service so that applicants can complete required licensing steps including scheduling, payments, and document submission without interruption or unnecessary in-person visits. Responsibilities include, but are not limited to:

• Supervise and train call center staff, establishing clear performance standards and providing ongoing coaching to maintain service quality and accuracy
• Ensure consistent phone coverage throughout operating hours, managing scheduling to meet call volume demands and minimize hold times and missed contacts
• Review efficiency reports and call center metrics, identifying trends and implementing improvements to reduce wait times and increase first-contact resolution
• Resolve complex applicant inquiries escalated by call takers, including licensing fee questions, application status issues, and payment-related concerns
• Ensure escalated issues are addressed promptly so that applicants can advance through licensing steps and submit payments without interruption
• Monitor appointment scheduling practices to ensure timely, appropriate slot allocation aligned with Licensing Center capacity
• Collaborate with the Intake Supervisor and Deputy Director to align call center operations with in-person service delivery and broader unit goals
• Track and report on call center performance, flagging recurring issues that may indicate the need for process, policy, or documentation updates
• Process applications and payments, and backup others as needed

Minimum Qualifications

Qualification Requirements A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience. Skills Requirement Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Preferred Skills

- Experience supervising a call center, customer service team, or telephone-based public service operation - Proficiency in analyzing call center metrics and efficiency reports, with the ability to translate data into actionable operational improvements - Strong problem-solving skills and demonstrated ability to resolve complex applicant or customer issues under time pressure - Excellent written and verbal communication skills, including the ability to deliver clear guidance to staff and professionally manage escalated interactions with the public - Ability to manage competing priorities, maintain consistent coverage, and lead a team in a fast-paced, high-volume environment Fluency in a language in addition to English a plus.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.