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About the Role
The Department of Health and Mental Hygiene’s (DOHMH) Cal Service Center aims to enhance customer service for New York City residents by providing a centralized point for health information and services through call center software, IVR systems, and various communication channels. The Bureau of Customer Support is seeking a Director of Cal Center Operations to oversee daily operations and strategic direction, manage staff, and ensure efficient service delivery. This role involves developing standards, monitoring performance, and collaborating with internal divisions to improve operations and customer satisfaction.
Responsibilities
- Manage and oversee the daily operations of the Cal Center by planning, organizing, directing, and evaluating staff activities.
- Supervise 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.
- Develop evidence-based recommendations for improving customer service and operational performance.
- Make and record observations on call center operations and analyze quantitative and qualitative data.
- Prepare comprehensive reports summarizing findings, trends, and recommendations for leadership.
- Evaluate Quality Assurance reviews through systematic analysis of recorded calls.
- Develop corrective action plans, training initiatives, and performance improvement strategies.
- Design and implement evaluation methods and procedures to assess operational effectiveness and monitor compliance.
- 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.
- Develop, revise, and maintain standard operating procedures, policy manuals, and technical documentation.
- Assist in coordinating research and evaluation efforts across agency programs.
- Prepare reports, presentations, and written summaries of research findings for executive leadership and stakeholders.
- Contribute research expertise, evaluating operational and programmatic data, and collaborating with internal and external partners.
- Evaluate existing methods, procedures, and operational practices through continuous analysis of performance data and research findings.
- Recommend innovative approaches that improve efficiency, enhance customer experience, and strengthen public health service delivery.
Requirements
- 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 a Master's degree with specialization in an appropriate field and three years of responsible full-time research experience.
- All candidates must have at least a master's degree in an appropriate field of specialization and at least two years of experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization.
- Two years as a City Research Scientist Level I can be substituted for the experience required.
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.
Location
- New York City
Work Type
- Hybrid
Experience Level
- Supervisory
- Administrative
- Research
- Management
Education Level
- Master's Degree
- Doctorate Degree
Salary/Compensations
- $100,000 to $125,000
- USD 98159 - USD 112883
Benefits
- Federal/state loan forgiveness and repayment assistance programs.
- Premium-free health insurance plan.
- Additional health, fitness, and financial benefits may be available.
- Public sector defined benefit pension plan.
- Tax-deferred savings program.
- Robust Worksite Wellness Program.
About the Company
- The Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., established in 1805.
- Dedicated to protecting and improving the health of NYC residents.
- Mission: To safeguard the health of every resident and cultivate a city where everyone can achieve their optimal health.
- Provides 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.
- Primary population health strategist and policy authority for NYC.
- A global leader in public health innovation and expertise, with a rich history of public health initiatives and scientific advancements.
Equal Opportunity
- The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals.
- 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.