Director of Call Center Operations, Bureau of Customer Support

The Department of Health and Mental Hygiene’s (DOHMH) Cal Service Center delivers enhanced customer service to the people of New York City by providing a single point of entry for al Department Health information and services. This is accomplished through call center software, and development of Interactive Voice Response (IVR) systems and applications of other communication channels designed to provide clients, the public, and the provider community with information about our services and programs; referrals, appointments and follow-up; health literature and education materials. 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. The Director of Cal Center Operations will oversee the daily operations and strategic direction of the agency’s customer service call center; and will manage a team of supervisors and customer service representatives to ensure efficient, professional, and responsive service delivery. Their responsibilities include developing and implementing customer service standards, monitoring performance metrics, and identifying opportunities to improve call center operations and customer satisfaction. The director will collaborate with internal divisions and program areas to address service concerns, streamline communication processes, and ensure accurate dissemination of information to the public. Additional duties include analyzing call volume trends, preparing operational reports, and recommending staffing and technology enhancements to support service goals. The director will strive to foster a supportive, high-performance culture that empowers staff to deliver exceptional, accessible support to the diverse community we serve. DUTIES WILL INCLUDE BUT NOT BE LIMITED TO: - Manage and oversee the daily operations of the Cal Center by planning, organizing, directing, and evaluating staff activities while supervising independent operational and programmatic investigations to improve service delivery and public health outcomes - Design, conduct, and evaluate operational research studies using call center metrics, quality assurance findings, and service utilization data to identify trends, assess program effectiveness, and develop evidence-based recommendations for improving customer service and operational performance - Make and record observations on call center operations, analyze quantitative and qualitative data related to call volume, average handle time, queue performance, and customer interactions, and prepare comprehensive reports summarizing findings, trends, and recommendations for leadership - Evaluate Quality Assurance reviews through systematic analysis of recorded calls, assessing communication techniques including active listening, probing questions, empathy, and paraphrasing. Interpret findings to develop corrective action plans, training initiatives, and performance improvement strategies based on research and evaluation methodologies - Design and implement evaluation methods and procedures to assess operational effectiveness, monitor compliance with agency policies, and measure the impact of quality improvement initiatives using data-driven performance indicators - Coordinate and support agency research initiatives by collaborating with internal bureaus, multidisciplinary teams, and external agencies on projects related to public health preparedness, emergency management, and program evaluation, ensuring alignment with organizational research objectives - Develop, revise, and maintain standard operating procedures, policy manuals, and technical documentation describing routine and non-routine operational processes, incorporating findings from operational analyses, scientific literature, and program evaluations to support continuous quality improvement - Assist in coordinating research and evaluation e forts across agency programs by integrating operational data, public health preparedness initiatives, and cross-functional projects to improve organizational effectiveness and service delivery - Prepare reports, presentations, and written summaries of research findings, operational analyses, and program evaluations for executive leadership, agency stakeholders, and interagency committees to support informed decision-making and policy development - Contribute research expertise, evaluating operational and programmatic data, and collaborating with internal and external partners to support public health preparedness, emergency response planning, and agency-wide initiatives - Evaluate existing methods, procedures, and operational practices through continuous analysis of performance data and research findings, recommending innovative approaches that improve efficiency, enhance customer experience, and strengthen public health service delivery PREFERRED SKILLS: - 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 - Ability to analyze operational data, customer feedback, and performance metrics to identify trends and improve service delivery Why you should work for us: - 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 () - Benefits: City employees are entitled to unmatched benefits such as: o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o 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 or 347-396-6549. CITY RESEARCH SCIENTIST - 21744 1. For Assignment Level I (only physical, biological and environmental sciences and public health) A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health. To be appointed to Assignment Level II and above, candidates must have: 1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or 2. A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or 3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least a master's degree in an appropriate field of specialization and at least two years of experience described in "2" above. Two years as a City Research Scientist Level I can be substituted for the experience required in "1" and "2" above. NOTE: Probationary Period Appointments to this position are subject to a minimum probationary period of one year. The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.