Customer Experience Supervisor
Customer Experience Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
The New York City Taxi and Limousine Commission (TLC) is the City agency responsible for oversight of the forhire 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 thanpassengers each day and are a key component of the Citys transportation network.
The Customer Experience Unit Supervisor will play a critical role in shaping the future of the Taxi and Limousine Commissions (TLC) licensing processes. Reporting directly to the Executive Director the selected candidate will oversee the Customer Experience Unit (CEU) along with the agencys customer service agents who work in the Call Center CEU and Client Services unit to help drive TLCs 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 publics experience and the agencys 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 highquality 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 highquality 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 decisionmaking.
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 multiunit 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 DaytoDay 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
Qualifications :
1. A baccalaureate degree from an accredited college and three years of satisfactory fulltime 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 fulltime progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in 1 above; or
3. A fouryear high school diploma or its educational equivalent approved by a States department of education or a recognized accrediting organization and five years of satisfactory fulltime 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 3 years.
Additional Information :
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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
