Call Center Supervisor – NYC Department of Consumer & Worker Protection

About the role

The Licensing Division of the NYC Department of Consumer and Worker Protection is seeking an experienced Call Center Supervisor to lead its telephone and appointment operations. Reporting to the Deputy Director of the General Vending Unit, the supervisor will ensure that callers receive accurate, efficient service throughout the licensing process.

Key responsibilities

• Supervise and train call center staff, set performance standards, and provide ongoing coaching.
• Maintain consistent phone coverage, schedule staffing to match call volume, and minimize hold times.
• Monitor efficiency reports and call center metrics, identify trends, and implement improvements to increase first‑contact resolution.
• Handle complex applicant inquiries, resolve escalations, and ensure compliance with licensing procedures.
• Coordinate with other units to streamline scheduling, payments, and document submission.

Required profile

• Proven experience supervising a call center or similar customer‑service team.
• Strong analytical abilities to review metrics and drive process improvements.
• Excellent communication skills and the ability to coach staff toward high service quality.
• Familiarity with licensing or regulatory environments is a plus.

Required skills