Infoline & Intake Operations Lead

City of New York; New York (NY); On-site; USD 68,000 - 78,000; Full time

Job summary

City of New York's Commission on Human Rights seeks a seasoned Customer Service/Intake Professional to lead Infoline operations. The role focuses on data-driven improvements, reporting, and providing accurate information on discrimination to New Yorkers.

The Assistant Director of Infoline will coordinate outreach, supervise staff, and support senior officials in a fast-paced, public-facing environment, with emphasis on accessibility and responsiveness.

Qualifications

• Bachelor’s degree or higher in a related field or equivalent experience.
• Experience in public-facing customer service or intake operations preferred.
• Ability to read and interpret laws, rules and regulations.

Responsibilities

• Ensure high-quality services for New Yorkers seeking assistance via Infoline and Intake units.
• Act as backup supervisor/manager for Infoline staff.
• Communicate with New Yorkers, community organizations, and across departments.
• Create and maintain reports and queries in a database using SQL terms.

Skills

Supervising call center

Call center metrics

Community outreach

Organizational skills

Attention to detail

Oral and written communication

People leadership

Cultural responsiveness

Familiarity with NYCHRL

Second language

Legal reading

MS Office

Education

Bachelor’s degree

High school diploma + 6 years

Equivalent education/experience

Tools

SQL

Database reporting tools

MS Office

Job description

City of New York's Commission on Human Rights seeks a seasoned Customer Service/Intake Professional to lead Infoline operations. The role focuses on data-driven improvements, reporting, and providing accurate information on discrimination to New Yorkers.

The Assistant Director of Infoline will coordinate outreach, supervise staff, and support senior officials in a fast-paced, public-facing environment, with emphasis on accessibility and responsiveness.