Director of Call Center Operations, Bureau of Customer Support
$98,159–$112,883 year
HybridLong Island City, New York, United States
Job Summary
Oversee daily operations and strategic direction of the Cal Center's customer service call center, managing supervisors and representatives to ensure efficient, professional service delivery. Develop and implement customer service standards while monitoring performance metrics, analyzing call volume trends, and preparing operational reports to identify improvement opportunities. Design, conduct, and evaluate operational research studies using call center metrics, quality assurance findings, and service utilization data to develop evidence-based recommendations for enhancing customer service and operational performance. Coordinate with internal divisions to streamline communication processes, address service concerns, and ensure accurate information dissemination to the public.
Required Qualifications
- 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
- 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
- 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
- Education and/or experience which is equivalent to 1 or 2 above
- At least a master's degree in an appropriate field of specialization
- At least two years of experience described in 2 above
- Two years as a City Research Scientist Level I
Desired 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
- Ability to analyze operational data, customer feedback, and performance metrics to identify trends and improve service delivery
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.