Intake Supervisor

*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 at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.
DCWP’s General Counsel Division seeks an Intake Supervisor to work in its Consumer Services Unit. 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. Such responsibilities will include, but are not limited to:
- 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; and
- 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.

CLERICAL ASSOCIATE - 10251