DMV Contact Center Director

Virginia Information Technologies Agency•Richmond, VA

3d•$122,000 - $140,300•Hybrid

About The Position

The Virginia Department of Motor Vehicles (DMV) is seeking an experienced and strategic leader to serve as Director of Contact Center Operations. This agency-only opportunity provides strategic direction and operational leadership for DMV's Contact Center and ensures efficient, responsive, customer-focused service delivery. The Director oversees Contact Center operations, technology, workforce management, performance, and employee development while working closely with DMV Executive Management, Information Technology, Human Resources, agency business areas, and external vendors. This position plays a key role in translating operational data, legislative and policy requirements, technology capabilities, and organizational priorities into strategies that improve service delivery and support DMV's mission. This position is eligible for a hybrid work schedule, with most work performed remotely and an anticipated on-site presence of approximately 1–2 days per week. Additional on-site presence may be required based on operational needs, meetings, projects, or other business requirements. Hybrid work arrangements are subject to agency policy and management approval.

Requirements

Demonstrated experience managing contact center operations at a supervisory/managerial level, including staffing and performance tracking.
Demonstrated experience with contact center technology platforms, such as CRM, ACD, IVR, CTI, VoIP, and WFM systems, including implementation, configuration, or optimization.
Experience directly supervising staff, including conducting performance evaluations, managing performance/conduct issues, and completing employee development plans.
Experience managing operating budgets and resource allocation in a service delivery or operations environment.
Experience monitoring and reporting on operational KPIs (e.g., call handling time, service level, abandonment rate, or comparable throughput/quality metrics).
Experience collaborating with IT departments and/or external vendors on system integration, technology upgrades, or infrastructure projects.
Experience interpreting and applying policy, regulatory, or legislative requirements within an operational or compliance function.
Experience presenting to or advising senior leadership/executive stakeholders on operational performance, initiatives, or recommendations.

Nice To Haves

Experience managing a contact center supporting a government agency, public sector entity, or high-volume regulatory service environment.
Experience leading large-scale technology implementations or system migrations within a contact center.
Experience in change management or cross-functional/strategic project leadership.
Experience partnering with HR/Talent Acquisition on recruitment strategy and workforce planning for a large team.
Certifications related to contact center management, workforce management, or project management (e.g., WFM certification, PMP).

Responsibilities

Direct and oversee Contact Center operations, including workforce planning, staffing, resource allocation, service delivery, and monitoring of key performance indicators to ensure operational goals and customer service expectations are achieved.
Provide strategic leadership for Contact Center technologies, including CRM, ACD, IVR, CTI, VoIP, and workforce management systems. Partner with Information Technology and external vendors to implement, integrate, optimize, and maintain technology solutions that support current and future business needs.
Advise DMV Executive Management on Contact Center performance, operational trends, technology needs, service delivery improvements, and strategic initiatives. Represent the Contact Center in agencywide initiatives, legislative activities, vendor engagements, and cross-functional projects.
Lead and develop Contact Center management and staff through effective performance management, coaching, employee development, succession planning, and accountability. Ensure performance and conduct matters are addressed consistently and in accordance with applicable policies and procedures.
Partner with Human Resources and other agency stakeholders to support recruitment, workforce planning, onboarding, retention, and professional development strategies necessary to maintain a highly capable and engaged workforce.
Lead implementation of legislative, policy, procedural, and organizational changes affecting Contact Center operations and direct strategic or special projects that advance DMV's service delivery and organizational objectives.