Director of Call Center Operations, Bureau of Customer Support

About the role

The Bureau of Customer Support in the Office of External Affairs seeks to hire a Director of Cal Center Operations. The position reports to the Assistant Commissioner for the Bureau of Customer Support and works closely with senior leadership.

Responsibilities

• Oversee the daily operations and strategic direction of the agency’s customer service call center.
• Manage a team of supervisors and customer service representatives to ensure efficient, professional, and responsive service delivery.
• Develop and implement customer service standards, monitor performance metrics, and identify opportunities to improve call center operations and customer satisfaction.
• Collaborate with internal divisions and program areas to address service concerns, streamline communication processes, and ensure accurate dissemination of information to the public.
• Analyze call volume trends, prepare operational reports, and recommend staffing and technology enhancements to support service goals.
• Foster a supportive, high-performance culture that empowers staff to deliver exceptional, accessible support to the diverse community we serve.

Qualifications

• Proven ability to lead, mentor, and inspire a large, multi-tiered customer support organization while fostering a high-performance culture.
• Forward-thinking mindset with a passion for researching and adopting emerging customer-focused technology trends, such as AI-driven chatbots, omnichannel platforms, and automated workflow tools.
• Strong leadership and staff management skills with the ability to motivate, develop, and manage high-performing teams.
• Excellent verbal and written communication skills, including the ability to effectively address customers, staff, and executive leadership.
• Extensive knowledge of call center operations, customer service standards, and performance management practices.

Skills

• Ability to analyze operational data, customer feedback, and performance metrics to identify trends and improve service delivery.

Benefits

Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/).

Benefits: City employees are entitled to unmatched benefits such as: a premium-free health insurance plan that saves employees over $10K annually, additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund, a public sector defined benefit pension plan with steady monthly payments in retirement, a tax-deferred savings program, and a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.

Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.

Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.