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, 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. Through functions such as driver background checks, vehicle inspections, and driver education, TLC’s role is to promote the highest standards of safety and consumer protection in the industries we regulate.

TLC’s Licensing and Standards Division is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing processes with the key goals of (1) providing excellent customer service to our clients, and (2) enhancing the efficiency of our internal operations. The Director of TLC Call Center will actively participate in technological enhancement and process modernization efforts. Under the direction of the Assistant Commissioner of Licensing and Standards with latitude for independent judgment and decision making, the selected candidate will be responsible for management of training curriculum. They will provide leadership that promotes teamwork, employee respect, empowerment, and open communication. Recommend, implement and coordinate best practices and policies that maximize employee development, training, and performance. Provide comprehensive management including achieving targeted customer service goals. Managing performance standards and conducting staff evaluations. The Call Center Licensing Director will be working closely with the executive teams to ensure effective inter-departmental communication to support management, reporting, information flow, and organizational planning.

Job Description:
- Implement and reviews policies and operating structure of the Licensing Call Center. Including selection, training/orientation, assign and direct department staff.
- Develop standards of performance, career paths and provide coaching and guidance for personnel.
- Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.
- Sets standards and guidelines for interaction with callers or those contacting the Licensing Call Center via other systems or platforms.
- Set parameters and utilize tools, system, and reports to measure how efficiently and effectively the organization is operating.
- Provide input to the organization's strategic goals.
- Identify contingency plans for potential risks and disaster recovery.
- Translate organizational goals into specific operational objectives.
- Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure goals are met.
- Ensure compliance with the TLC Commissions policies while maintaining the highest level of customer satisfaction
- Determine what resources, including people, equipment and funding are needed to achieve these objectives.
- Be responsible for the writing of proposals and requests for these resources.
- Be responsible for the growth of the unit to include staff management, productivity, and efficiency.
- Accomplish performance objectives by recruiting, selecting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and facilitating personnel actions; enforcing policies and procedures.
- And oversee special projects.

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.

- Supervisory experience within a Call Center environment - Management knowledge and skill to oversee and coordinate the delivery of multiple projects simultaneously - Outstanding collaboration and leadership skills Strong strategic problem-solving skills, and a high level of personal initiative - Advanced knowledge of Microsoft Office programs including Word, Excel, Access, Visio, Project, and PowerPointVery strong administrative, planning, analytic and communication skills - Strong customer and quality focus, time management skills excellent planning and problem-solving skills - Must demonstrate leadership, judgment, and ability to resolve complex situations with employees - A team player with proven ability to thrive in fast-paced environment - Strong written and verbal communication skills - Must be knowledgeable in KPI Metrics, Quality Assurance, and Compliance

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.