Driver & Identification Service Center Supervisor

About the position

The Office of Driver & Identification Services (DIS) is seeking a highly motivated and team-focused customer service professional to lead the Driver License Service Center located in Cedar Rapids as our Driver & Identification Service Center Supervisor. This leadership position is responsible for ensuring delivery of quality customer service and managing the team. The Iowa Department of Transportation's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation's five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception. The Driver License Supervisor's responsibilities include the development of improved work processes and monitoring services provided to external and internal customers for timeliness and accuracy. A successful candidate will promote team development among employees to attain quality and accuracy in service delivery and acceptable response times to requests from the public. In addition, the successful candidate will review and analyze productivity reports and assess problem areas. The position will also review and discuss current practices with management staff and develop plans to be used by field staff to improve work processes.

Responsibilities

• Supervise assigned driver's license teams, so they function as an effective and efficient unit.
• Respond to written or telephone inquiries from the public, state agencies, legislators, and law enforcement agencies regarding driver's license laws, rules, policies, and procedures.
• Participate in the planning and documentation in the use of advanced technology, equipment and human resources.
• Conduct informal settlement hearings with persons whose driver's license/registration has been suspended, revoked, canceled, or denied.
• Coordinate training and continuing education for the service center team and oversee the implementation of new laws, policies, procedures, and improved customer service methods.
• Complete complaint investigations. Review proper procedures with staff to alleviate problem areas and create a customized development plan when necessary.
• Review customer satisfaction feedback. Use results to address operational improvements and identify professional development opportunities.
• Make presentations to outside groups such as driver education classes, civic and/or service organizations and other agencies to promote the Department's programs.
• Respond to interview requests from the media regarding issues that pertain to driver's licensing. Review and report all media requests made in the area.
• Maintain relationships with local city, county, and state offices regarding service activities.
• Assist in the procurement and maintenance of station facilities so that employees are assured of a safe place to work and the public is appropriately served.
• Plan and conduct area meetings/training sessions with supervisors and staff. Assist with training and development conducted on a statewide basis.
• Review/monitor work schedules and hours of service provided to the public and direct work accordingly for the service center team.

Requirements

• Must possess and maintain a valid and unrestricted, except for corrective lenses, driver's license (minimum of an operator's license).
• After hire, must obtain and maintain required AAMVA certifications.
• After hire, must attend a Motorcycle Rider Education Safety Course.
• After hire, must attend department training sessions, as required.

Nice-to-haves

• Graduation from an accredited four-year college or university, and experience equal to four years of full-time work in customer service as a team leader or manager.
• A total of eight years of education and/or full-time experience, where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
• Current, continuous experience in the state executive branch that includes three years of full-time work as a Driver & Identification Service Center Associate, two years of full-time work as a Driver & Identification Service Center Specialist, or one year as a Driver & Identification Service Center Consultant.
• Current, continuous experience in the state executive branch that includes one year of full-time work in a supervisory position within the Department of Transportation's Motor Vehicle Division.

Benefits

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance.
• Insurance benefits start first of the month following 30 days of employment.
• Opportunities for professional growth and development.
• Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
• Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match.
• Optional 401A plan with employer contributions.
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).