Customer Experience Supervisor

The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the for-hire vehicle industries in New York City, including the drivers and owners of yellow medallion taxis, green Borough Taxis, community car services, black cars (include those booked via smartphone app), certain luxury limousines, commuter vans, and paratransit vehicles. These industries serve more than 1,000,000 passengers each day and are a key component of the City’s transportation network.

The Customer Experience Unit Supervisor will play a critical role in shaping the future of the Taxi and Limousine Commission's (TLC) licensing processes. Reporting directly to the Executive Director, the selected candidate will oversee the Customer Experience Unit (CEU) along with the agency’s customer service agents who work in the Call Center, CEU, and Client Services unit to help drive TLC's efforts to streamline, modernize and innovate its licensing operations. The primary objectives of this position are to deliver outstanding customer service while improving the efficiency of internal processes. This role offers a significant opportunity to make a tangible impact on both the public’s experience and the agency's operational effectiveness.

Key responsibilities will include but are not limited to:

- Monitor and Evaluate Performance: Monitor team performance, provide feedback, and conduct regular performance reviews leading up to the annual review. Assess employee performance and its correlation to customer engagement to ensure high-quality service is being provided across all channels.

- Optimize Customer Interaction: Identify opportunities to enhance customer interactions and streamline processes to improve overall service delivery. Analyze customer feedback and identify areas for improvement in service quality. Develop and implement customer service procedures and policies to enhance operational efficiency.

- Handle High Priority Requests: Address escalated customer inquiries and urgent requests in a timely and effective manner. This may require collaboration with other departments (e.g., Compliance, Application Processing, etc.) to ensure seamless service delivery. Must be able to manage multiple projects and priorities.

- Support Licensing Operations: Manage the customer service team schedule, ensuring adequate coverage during peak times. Provide support for licensing operations and citywide initiatives, ensuring smooth execution and high-quality service through vigilant review of customer feedback and other productivity metrics.

- Prepare Reports: Maintain and report on key performance metrics such as customer satisfaction, response time, and resolution rates. Compile administrative, statistical, and specialized reports to track performance, identify trends, and inform decision-making.

- Program Implementation Support: Assist with the implementation of multiple programs, ensuring effective communication and coordination with all relevant teams.

- Trend Analysis: Analyze historical data and current trends to identify areas of improvement and recommend actionable strategies. Stay updated on industry trends and best practices to continuously enhance service standards and collaborate with other stakeholders.

- Facilitate Workshops & Training: Lead multi-unit workshops, meetings, presentations, and training sessions to improve team performance and ensure alignment with organizational goals. Train new employees and offer ongoing coaching to existing staff to improve customer service skills.

- Develop Organizational Structures: Maintain an effective and efficient organizational structure, including delineation of roles, responsibilities, performance standards, coaching, and employee recognition.

- Communication: Regularly update leadership and team members on the status of projects, tasks, and any emerging issues or challenges. Take the initiative to draft scripts and standardize communication across teams when there is an identified need.

- Manage Day-to-Day Operations: Oversee the daily activities of customer service agents and CEU agents, ensuring that workflows and responsibilities are clearly defined and executed effectively.
- Strong Writing & Communication Skills: Exceptional written and verbal communication skills, including the ability to create clear reports, training materials, and internal communications.


To Apply:

Please go to cityjobs.nyc.gov and search for Job ID# 693222 or click the "Apply" button below.

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW.

APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL.

Additional Information:

*Proposed salary will be determined based on experience and preferred skills of the selected candidate.”
*Only candidates with permanent title are eligible to apply.*
*Candidates with similar civil service titles may apply.*

Job Location:
Long Island City, NY

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

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.