Director of Call Center Operations, Bureau of Customer Support

Director of Call Center Operations, Bureau of Customer Support

The Department of Health and Mental Hygiene's (DOHMH) Call Service Center delivers enhanced customer service to the people of New York City by providing a single point of entry for all 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 Call Center Operations. The position reports to the Assistant Commissioner for the Bureau of Customer Support and works closely with senior leadership. The Director of Call 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 Call 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 efforts across agency programs by integrating operational data, public health preparedness initiatives, and cross-functional…