Job Description
*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.
How to Apply
To apply for this position, please submit your application exclusively through the Jobs NYC website. Only applications submitted via the Jobs NYC platform will be considered for review. The Job ID is located at the bottom of the page. A resume and cover letter are required as part of the application. In your cover letter, please include the following: • Civil service title you currently hold or whether you have taken any civil service exams (if applicable). • The NYC Department of Consumer and Worker Protection (DCWP) is committed to building a diverse and inclusive workforce that reflects the communities we serve. We strongly encourage 55-a candidates to apply. If eligible, please indicate this in your cover letter. Incomplete applications or those missing the required documents will not be considered. Reasonable Accommodations DCWP is committed to providing reasonable accommodation to ensure that individuals with disabilities have equal access to employment opportunities. If you need an accommodation to participate in the interview process, please contact us at ReasonableAccommodationRequests@dcwp.nyc.gov. Please note the following important application instructions: • No phone calls, faxes, emails, or in-person inquiries will be accepted. • Only candidates selected for further consideration will be contacted. If you do not receive communication from us, please consider your application as not being selected for this position. • Drug Screening: Please be aware that a drug screening may be required prior to appointment. Candidates will be notified if this is necessary as part of the pre-employment process. Appointments are subject to Office of Management and Budget (OMB) approval. For any questions or concerns regarding your application, please email the recruitment team at dcwpjobs@dcwp.nyc.gov.