Customer Service Manager - Call Center - Driver License Bureau

Job Description:

Customer Service Manager - Call Center - Driver License Bureau

Description

Customer Service Manager - Call Center - Driver License Bureau

Department of Revenue

Location: Truman Building - 301 West High Street, Jefferson City, MO

Annual Salary: $ 51,712.80

DOR’s vision is to provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

This senior-level supervisory position will use your leadership skills to oversee the customer service functions of the Driver’s License Bureau. Team members will support others while utilizing their expertise and job knowledge abilities to serve the residents of Missouri.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Manage approximately 10 to 15 employees.

• Gather and analyze data related to the quality and performance of customer service team members.

• Hold monthly Engage 2.0 conversations while providing coaching and training opportunities.

• Help team members improve in their current roles and position themselves for future success.

• Monitor employee leave balances and leave requests.

• Exercise independent judgment and initiative within established laws, policies, and procedures.

QUALIFICATIONS:

• Have the ability to communicate clearly to explain laws and procedure to team members and the citizens of Missouri.

• 5-7 years of relevant customer service experience and 2-4 years of supervisory experience.

• Knowledge and understanding of Driver Licensing laws, policies, and procedure.

• Knowledge of supervisory practices.

• Ability to train, supervise, and evaluate staff.

• Ability to evaluate processes and make policy recommendations.

CORE COMPENTENCIES NEEDED:

Strategic Thinking Computer Literacy Assertiveness

Effective Writing Self-directed Attention to Detail

Clear Communication Supervisory Skills Team Builder

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources and Total Rewards office at (573) 751-1291.

Salary:

$51,712.80 per Year