Call Center Supervisor

About the organization

The NYC Department of Consumer and Worker Protection (DCWP) works to safeguard and improve the everyday economic well-being of New Yorkers. The agency licenses nearly 45,000 businesses across more than 40 industries and enforces consumer protection and workplace laws that affect many more. Through fair enforcement and access to resources, DCWP helps protect the marketplace from predatory practices while encouraging compliance. It also supports consumers and working families with tools that promote financial stability and work-life balance. In addition, DCWP carries out research and advocates for public policy that advances the needs of New York City communities.

Within DCWP, the Licensing Division serves as the main operational center for ensuring businesses citywide meet the legal standards needed to operate responsibly and in compliance with local law. By licensing more than 45,000 businesses in over 45 industries, the division helps maintain fair competition and supports small businesses that are vital to the city’s neighborhoods. It is often the first place businesses turn when they need help navigating licensing requirements, and it plays a key role in making compliance clear, efficient, and accessible.

Role overview

The Licensing Division’s General Vending Unit is looking for an experienced and well-organized Call Center Supervisor to oversee telephone and appointment operations. The selected candidate will report to the Deputy Director of the General Vending Unit and will be responsible for ensuring that call center staff provide accurate, consistent, and efficient service. The goal is to help applicants complete licensing steps such as scheduling, payment processing, and document submission without avoidable delays or unnecessary visits in person.

Work arrangement

This role may allow remote work for up to 2 days per week under the Remote Work Pilot Program.

Responsibilities

• Lead, coach, and train call center staff while setting clear expectations for quality, accuracy, and performance.
• Maintain dependable phone coverage during business hours by managing schedules and staffing levels to match call volume and reduce wait times.
• Examine performance reports and call center data to identify patterns and put improvements in place that shorten hold times and improve first-contact resolution.
• Handle difficult applicant questions that are escalated from frontline staff, including concerns about fees, application progress, and payments.
• Make sure escalated matters are resolved quickly so applicants can keep moving through the licensing process without interruption.
• Oversee appointment scheduling to ensure time slots are assigned appropriately and remain aligned with the Licensing Center’s capacity.
• Work closely with the Intake Supervisor and Deputy Director to coordinate call center activity with in-person services and broader team objectives.
• Monitor and document call center performance, and identify recurring issues that may require updates to procedures, policies, or supporting documentation.
• Process applications and payments, and provide backup support to team members as needed.

Minimum qualifications

This position is classified under Clerical Associate (10251). Candidates must have a four-year high school diploma, or an equivalent credential approved by a state department of education or a recognized accrediting body, plus one year of satisfactory clerical experience.

Applicants must also demonstrate keyboard familiarity and the ability to type at least 100 keystrokes, or 20 words, per minute.

Preferred qualifications

Ideal candidates will have experience supervising a call center, customer service team, or another phone-based public service operation. They should be comfortable analyzing call center performance metrics and efficiency reports and turning that information into practical operational improvements. Strong problem-solving ability is important, especially when handling complex customer or applicant issues under time pressure. Clear written and spoken communication skills are needed to guide staff and manage escalated public interactions professionally. The role also calls for someone who can juggle competing priorities, maintain steady coverage, and lead effectively in a busy, high-volume setting. Fluency in a language other than English is considered an advantage.

Eligibility and additional information

This role is open to qualified individuals with disabilities who are eligible for the 55-a Program. Applicants seeking consideration through this program should note that request at the top of their resume and cover letter.

City employees may be eligible for federal Public Service Loan Forgiveness and state repayment assistance programs. More information is available through the U.S. Department of Education’s PSLF resources.

New York City residency is generally required within 90 days of appointment. However, certain current City employees who have worked in a qualifying title for at least two continuous years may also be eligible to live in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Residency rules should be confirmed with the agency representative during the interview process.

The City of New York is an inclusive equal opportunity employer and is committed to building and retaining a diverse workforce. The workplace is intended to be free from discrimination and harassment of any kind, including but not limited to those based on sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

About this opportunity

This position is focused on supporting licensing operations, improving applicant service, and ensuring the smooth handling of phone, appointment, application, and payment workflows for the General Vending Unit.