Customer Service Center Supervisor - Remote - Remote Eligible

Customer Service Center Supervisor

Do you have a passion for supporting staff within an area? Enjoy working with customers and finding answers?

Here at the Colorado Department of Revenue, our Division of Motor Vehicles has a job opportunity for someone who is passionate about helping guide people by handling difficult or complex problems. We're hoping to tap into your huge love for helping people with this fantastic opportunity. We're looking for someone who wants to work with remarkable people all over Colorado.

The Vehicle Services Section of the Division of Motor Vehicles exists to ensure compliance with the laws that govern the vehicle titling and registration processes as outlined in the Colorado Revised Statute. The Vehicle Services Section is actively engaged with providing guidance and training to the state's authorized agents, the public, and other entities involved in the title and registration process.

The Department of Motor Vehicles is looking for a responsible Customer Service Center Supervisor to join the team. As a Customer Service Center Supervisor you can expect to supervise, direct, develop and manage the Call Center. You will ensure that customers calling in for title and registration information are served timely and accurately. Additionally, the Customer Service Center Supervisor provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem resolution within the unit. If you are a person who is reliable and willing to take charge this may be the position for you.

Customer Service Center Supervisor Primary Duties:

• Supervision of Staff:
• Supervises, directs and manages the Call Center.
• Provides technical knowledge and guidance, develops and controls methodology, provides staff support and problem resolution within the unit.
• Provides employees with training and reference material to complete their tasks in the most efficient manner.
• Assists employees, counties and the general public with difficult title and registration questions by telephone, written correspondence and in person.
• Reviews current statutes, rule, processes and other reference material to ensure rules and regulations are followed.
• Workload Management:
• Monitors workload and shifts resources to ensure performance goals are met.
• Develops monitors and evaluates work standards and evaluates employee performance within the established standards.
• Conducts employee's performance planning and evaluations, resolves personnel issues or initiates corrective actions and makes recommendations for disciplinary actions when necessary.
• Compiles statistical reports by computing performance data and measuring overall workflow within a predetermined specified time frame(s).
• Oversite on Statute, Rule, and Procedure Adherence:
• Reviews and provides suggested changes to the Colorado Title and Registration Administrative Manual, procedures, and motor vehicle forms in conjunction with Colorado Revised Statutes, Rule, legislative changes and federal law.
• Reviews and provides suggested changes to improve processes and to positively impact customer service both in quality and quantity.
• Uses critical thinking skills, ability to analyze and solve problems, along with excellent written communication skills to create and develop Standard Operating Procedure (SOP) and process documentation.
• Call Center Phone System Specialist:
• Subject matter expert in relation to the state call center phone system and software programs.
• Adds and deletes agents, conforms the agents to the proper queues and security setting, and programs the chat bot and IVR system to enhance the customer experience with the state.
• Verifies the operation of the IVR in the phone system, correcting profiles for the agents in the phone system, and updating chatbot responses for the vehicle services section.
• Programs responses in the AWS phone system, creating and deleting and adding resources to queues within the system.

This is a remote position that is primarily tasked with performing work duties via flex-place (aka telework, work-from-home arrangements) with infrequent on-site visits, including the office at 2829 W Howard Place, Denver, CO 80204.

For more insight into careers at the DMV, watch our video: https://youtu.be/9isQWl9grYc