Call Center Supervisor

City of New York • New York City, NY

2d • Hybrid

About The Position

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'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.

Requirements

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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED