Call Center Supervisor

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          "text": "<p>**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. **  <br><br>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. 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.  <br><br>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.  <br><br>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. <br> <br>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.<br><br><br><br>Responsibilities include, but are not limited to: <br><br>-\tSupervise and train call center staff, establishing clear performance standards and providing ongoing coaching to maintain service quality and accuracy<br>-\tEnsure consistent phone coverage throughout operating hours, managing scheduling to meet call volume demands and minimize hold times and missed contacts<br>-\tReview efficiency reports and call center metrics, identifying trends and implementing improvements to reduce wait times and increase first-contact resolution<br>-\tResolve complex applicant inquiries escalated by call takers, including licensing fee questions, application status issues, and payment-related concerns<br>-\tEnsure escalated issues are addressed promptly so that applicants can advance through licensing steps and submit payments without interruption<br>-\tMonitor appointment scheduling practices to ensure timely, appropriate slot allocation aligned with Licensing Center capacity<br>-\tCollaborate with the Intake Supervisor and Deputy Director to align call center operations with in-person service delivery and broader unit goals<br>-\tTrack and report on call center performance, flagging recurring issues that may indicate the need for process, policy, or documentation updates<br>-\tProcess applications and payments, and backup others as needed<br><br>CLERICAL ASSOCIATE - 10251</p>",
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