Call Center Supervisor

Call Center Supervisor

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City's communities. 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. 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