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 Boro 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. 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 is seeking a dynamic and motivated individual to help the Agency continue its work to develop a modern, innovative approach to the licensing process with the key goals of (1) providing excellent customer service to our clients, and (2) improving the efficiency of our internal operations. We are actively seeking technological changes and enhancements to modernize our processes, and as a Supervisor within the Licensing and Standards Division, you will be a key part of that change. The ideal candidate will possess experience working with a large operation(s); have a strong customer service management background (preferably with diverse populations); a background in using technology to enhance process; and the proven ability to lead and motivate a team. A keen understanding of current and emerging technologies, including web-based applications and databases, is a plus.

Under direction of the Deputy Director of Driver Licensing, the successful candidate will assist in supervising, planning, implementation, coordination, monitoring of licensing services.

Specific responsibilities will include:
- Supervise a team of licensing services agents: help develop policy and procedure changes, supervise implementation of initiatives to support efficient and effective license application processing and customer service, manage resources across multiple functions, supervise unit performance using data reports, and drive continuous improvement.
- Monitor and evaluate staff performance in accordance with quality assurance standards and agency requirements and regulations.
- Work directly with the public in a hands-on, direct service provider to customer environment. Ensure that staff provide and disseminate information and handle customer questions and concerns efficiently and effectively.
- Analyze data reports to identify trends in application submissions, processing issues and seek to drive continuous improvement on key performance indicators.
- Report unit progress and issues to management.
- Perform work assignments to meet deadlines, organize, maintain, and continually update files to improve efficiency and accessibility.
- Assist with special projects as assigned.

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

- Strong customer service skills. - Strong interpersonal and teamwork skills. - Ability to adapt to a fast-paced work environment and changing needs and priorities. - Advanced written and verbal communication skills - Ability to work independently. - Knowledge of advanced functions of Microsoft Office programs such as Word, Excel, Access, and PowerPoint

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.