DMV - Program Coordinator II
About The Position
The DMV Customer Contact Center in Bladen County provides information regarding vehicle titling and licensing, driver license services, liability insurance, and safety/emissions inspections to the general public. Work is performed in a fast-paced, performance-based call center environment responding to inquiries via phone and e-mail. The position is responsible for supervising call center employees and assisting management by promoting, monitoring, and documenting unit employees and their workflow. The supervisor must be accessible to employees to help resolve complex work and/or handle irate customers. This position is responsible for maintaining, documenting, and conducting all phases of performance management for employees supervised by this position. This employee must, in the absence of management, manage the unit; this will include approving time, composing unit correspondence, and handling personnel situations within the unit.
Requirements
- Bachelor’s degree from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience.
- Experience supervising or managing employees in a fast-paced work environment
- Working knowledge of NC General Statutes Chapter 20 and Chapter 44
- Management training and knowledge of organizational levels
- Basic knowledge of computer systems, LITES, STARS, RDLIS, COURT, and SADLS
- Customer service experience
- Excellent verbal and written skills related to problem resolution
- Working knowledge of vehicle titling and licensing, driver license services, liability insurance, and safety/emissions inspections policies and procedures
- Experience working in a call center
- Working knowledge of LITES, STARS, RDLIS, COURT, or SADLS computer systems
- Considerable knowledge of motor vehicle laws, policies and procedures
- Experience in research and resolving problems to make independent decisions as needed
- Experience interpreting and explaining policy and procedures, rules, regulations, and/or laws to a diverse clientele
- Experience in establishing and maintaining strong working relationships with peers, internal and external customers while maintaining a professional demeanor
- Experience in maintaining records, reports and data using MS office products
Responsibilities
- Supervising call center employees
- Assisting management by promoting, monitoring, and documenting unit employees and their workflow
- Resolving complex work issues for employees
- Handling irate customers
- Maintaining, documenting, and conducting all phases of performance management for supervised employees
- Managing the unit in the absence of management, including approving time, composing unit correspondence, and handling personnel situations
Benefits
- A variety of leave options
- Professional development opportunities
- Insurance
- More
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
