Intake Supervisor

Eligibility

* Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.

* This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program.

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance.

DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities.

For more information about DCWP and its work, call 311 or visit DCWP /dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and You Tube.

The Consumer Services Unit processes and mediates thousands of consumer complaints each year. Under the supervision of the Assistant Director of Intake, the Intake Supervisor will be responsible for managing and reviewing the work of Intake staff of the Consumer Services Unit.

• Supervising a team of Intake staff members
• Ensuring staff members comply with applicable protocols
• Assisting staff with consumer-related complaints requiring direct supervisory input
• Performing intake work related to consumer complaints, as necessary
• Assessing staff performance accurately and providing feedback to motivate and/or improve performance levels
• Identifying, tracking, and reporting patterns of abuse/deception, problem vendors, and/or business trends
• Compiling data to identify productivity; and/or categorical trends in order to determine potential areas for streamlining
• Identifying administrative and operational problems and providing recommendations for efficiency

The ideal candidate will have the following preferred skills: significant experience and understanding of intake and processing procedures.

A four‑year high‑school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

• Management experience with demonstrated ability to develop and motivate staff with both goal‑oriented and team‑oriented approaches
• Strong organizational and analytical skills
• Excellent written, oral, and interpersonal skills
• Proficiency in Microsoft Word, Excel, Outlook, and Power Point

This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at (Use the "Apply for this Job" box below)..

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.