Call Center Supervisor
Core
Lead telephone and appointment operations for the General Vending Unit, ensuring call center staff deliver consistent, accurate, and efficient service to applicants navigating the licensing process.
Role type
Call Center Supervisor
Builds
Licensing services for businesses in NYC
Domain
Municipal government / Consumer protection
Deliverable
client delivery
Required skills
Supervision and training, scheduling management, performance metrics analysis, complex inquiry resolution, appointment scheduling, process improvement, reporting, application processing
Preferred skills
None stated
Technologies
None stated
Responsibilities
Supervise and train call center staff; Ensure consistent phone coverage; Review efficiency reports and metrics; Resolve complex applicant inquiries; Monitor appointment scheduling practices; Collaborate with Intake Supervisor and Deputy Director; Track and report on call center performance; Process applications and payments
Seniority
Individual Contributor, supervisory level