Job Information

LOCATION OF (3) POSITION(S) TO BE FILLED: DEPARTMENT OF SAFETY & HOMELAND SECURITY, DRIVER LICENSE ISSUANCE DIVISION, STATEWIDE

This is a remote position, but applicants must live within 50 miles of a Driver Services Center location.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and four years of experience in one or a combination of the following: management, administrative support, customer service, or call center experience; including at least one year in a supervisory role.

Substitution of Experience for Education: Qualifying management, administrative support, customer service, or call center experience may substitute for the required education, on a year-for-year basis, to a maximum of four years.

Substitution of Education for Experience: Additional graduate course work credit received from an accredited college or university may substitute for the required experience, on a year-for-year basis, to a maximum of two years; there being no substitution for the required supervisory experience.

Necessary Special Qualifications: None.

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Summary

Summary: Under direction, is responsible for managing a customer service center and supervisory work of considerable difficulty exercising supervision over a large group of customer service representatives; and performs related work as required.

Distinguishing Features: This is the second managerial class in the Customer Service Center Representative series. An employee in this class is responsible for providing strategic direction for the customer service center, serving as a liaison between partnered departmental customers, and managing a large staff of customer service representatives. This class differs from the Customer Service Center Manager 1 in that an incumbent of the latter oversees a smaller staff and has a more operational role.

Responsibilities

1. Assists in the direction of operations for the customer service center: develops short and long term goals; manages workflow processes and implements changes to improve service quality; develops and reviews service center's standard operating procedure manual, work flows, and map templates; provides recommendations for changes to service center policies and procedures; ensures compliance with policy and procedures.

2. Assigns, trains, supervises, and evaluates subordinate staff and their work: makes recommendations and decisions on human resources actions such as employment, promotion, demotion, etc.; develops job performance plans; conducts periodic meetings; performs call audits; provides performance feedback and developmental guidance for assigned subordinates; distributes workload and task assignments.

3. Consults with internal and external clients, vendors, and other departmental leadership: educates clients about services provided; sells service to departmental stakeholders; surveys clients regarding needs, complaints, and suggestions; investigates and resolves complaints or escalated issues from clients; communicates with vendors and other outside organizations to correct errors or to provide required information; reconciles data with Fiscal Services as it relates to cash office and cash collected.

4. Reviews daily and monthly reports: analyzes call volumes to determine appropriate scheduling; determines peaks and trends; collects and monitors metrics of customer service center representatives; gathers information related to customer service trends; provides periodic progress reports to management regarding staff performance; builds and compiles reports as requested or needed by Division leadership.

Competencies

Competencies:

1. Customer Focus
2. Business Acumen
3. Decision Quality
4. Managerial Courage
5. Delegation
6. Drive for Results
7. Hiring and Staffing
8. Functional/Technical Competency
9. Planning
10. Developing Direct Reports

Knowledge:

1. Administration and Management
2. Customer and Personal Service
3. Personnel and Human Resources

Skills:

1. Management of Personnel Resources
2. Complex Problem Solving
3. Judgment and Decision Making
4. Management of Material Resources
5. Negotiation
6. Instructing
7. Active Listening
8. Speaking
9. Critical Thinking
10. Time Management

Abilities:

1. Deductive Reasoning
2. Inductive Reasoning
3. Visualization
4. Oral Expression
5. Oral Comprehension
6. Speech Clarity
7. Written Comprehension

Tools & Equipment

1. Computer
2. Copier
3. Printer
4. Fax Machine
5. Scanner
6. Calculator
7. Tablet
8. Phone

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.