CUST Service Center Supervisor I - SES - 76004236

Customer Service Center Supervisor I - Ses - 76004236

The State Personnel System is an E-Verify employer. The Florida Department of Highway Safety and Motor Vehicles (DHSMV) provides highway safety and security through excellence in service, education and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.

Our Benefits include: Annual and Sick Leave Package, Nine Paid Holidays, State Health and Life Insurance, Educational Benefits, Contributory Retirement Plan.

Duties and Responsibilities

This position is responsible for supervising the front-line customer service personnel within FLHSMV Customer Service Center, which is a very high-volume call center. Duties include: supervision of daily office operations, coordinating staff training and development, ensuring proper service levels to our customers, auditing and analyzing policies and procedures, conducting process improvements, and resolving administrative and operational issues which may arise via telephone and/or emails or letters.

Knowledge, Skills, and Abilities

+ Knowledge of basic management principles and practices. + Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. + Skill in communicating effectively, verbally and in writing. + Knowledge of CSC Expert, Motorist Maintenance, ORION, DAVID, and FRVIS. + Ability to collect, analyze data and prepare summary reports. + Ability to research problems, develop solutions, and communicate findings. + Skill in using personal computers, including Microsoft Word, Excel and Outlook. + Ability to track and monitor work assignments. + Ability to establish effective working relationships with others. + Ability to effectively supervise subordinates. + Knowledge of Florida Statutes regarding Motorist Services policies and procedures. + Knowledge of supervisory principles and personnel/hiring processes.

Preferred Qualifications

• Experience answering inquiries related to driver license issuance, renewals or replacements? • Experience answering inquiries related to motor vehicle/vessel tags or titles? • Experience answering inquiries related to driver license sanctions? • Experience answering inquiries related to motor vehicle insurance/financial responsibility? • Experience working in a call center environment? • Experience working with the Expert Computer System? • Experience related to coaching, training, and/or leading others? • Experience related to quality assurance monitoring, or work quality reviews?

Job Related Requirements

Call Center staff work 8am-5:30pm; the selected applicants must be flexible to ensure that the Call Center always has supervisory coverage.

General Information

The elements of the selection process may include a skill assessment and/or oral interview. Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. FLHSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes. The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.