Call Center Supervisor

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.* **This position may be eligible for remote work for up to 2 days per week pursuant to the Flexible Work Pilot Program. ** 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. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

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.

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

In addition, the NYC Department of Consumer and Worker Protection (DCWP) offers competitive salaries and the following benefits: Paid Time Off and Holidays

• Paid time off for vacation and personal leave
• Paid time off for sick leave
• A generous holiday package of up to 13 days Health Benefits
• Medical insurance plans
• Dental and vision insurance plans
• Employee Assistance Program (EAP) Financial and Savings Benefits
• 529 College Savings Plan
• Direct Deposit
• Flexible Spending Account Programs
• New York City Municipal Credit Union Savings Program
• Transit Benefit Programs Retirement and Pension Plans
• New York City Employee Retirement System (NYCERS) pension plan
• New York City Deferred Compensation Plan (DCP) 401(k) and 457 plan Additional Benefits for Union Members
• Disability Insurance
• Health Club Reimbursements
• Life Insurance
• Supplemental Hospital Coverage
• Tuition Reimbursement *Please note only employees represented by a labor union may qualify for additional benefits provided by the union welfare fund. Student Loan Forgiveness
• DCWP qualifies as a public service employer, which means our employees may be eligible for the Public Service Loan Forgiveness (PSLF) program. If you have federal student loans, you may be able to have your loans forgiven by working full-time in public service. To learn more about PSLF and its eligibility requirements, visit the Public Service Loan Forgiveness Program website. Employee Discounts
• Apple and Dell products
• Cell phones and plans
• Gym memberships
• Special pricing on event tickets through Barclay Center, Plum Benefits and Working Advantage
• And more!