Customer Service Center Supervisor - Remote.

The Colorado Department of Revenue is dedicated to providing quality customer service and is seeking a Customer Service Center Supervisor for their Division of Motor Vehicles. This role involves supervising the Call Center, providing technical guidance, and ensuring compliance with vehicle titling and registration processes.

Responsibilities:

• 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
• 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)
• 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
• 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

Requirements:

• Four (4) years of relevant work in customer experience to include customer facing duties, customer service call center, or other similar work experience
• This must include career progression including experience as a Team Lead, Supervisor, or Manager
• This experience must include experience with office technology tools such as email, customer service tracking software, telephonic software systems, Office 365 and/or Google Suite software
• A combination of related education and/or relevant experience in an occupation related to the work assigned as described to equal to four (4) years, including college or university coursework in Business Administration, Public Administration, Information Technology, Communication, or similar fields may substitute for the required experience on a year-for-year basis
• Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed
• Knowledge and experience with the State of Colorado regulations and laws that govern the vehicle titling and registration
• Proven work experience in a supervisory role to include: Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments
• Ability to build trust and create positive work culture
• Monitoring productivity of a team and providing constructive feedback and coaching
• Leading teams and implementing plans to complete projects
• Maintaining timekeeping and personnel records
• Demonstrated ability to analyze and identify issues, develop creative solutions, and implement efficient and effective programs, processes and procedures
• Fluency in Microsoft Office Suite (Word, Excel, Access), Gmail and Google Applications, DRIVES, and the ability to quickly learn other software systems
• Strong spreadsheet and other data analysis software experience highly preferred
• The successful candidate will be a highly organized professional possessing a high degree of accuracy and attention to detail
• This role requires exceptional communication and people skills, including superior verbal, writing, and presentation abilities, excellent interpersonal skills, and strong intercultural competence
• A primary function involves leveraging these skills to accurately interpret and coach others on rules and regulations, ranging from simple to complex
• Additionally, the candidate must demonstrate excellent customer service skills and exercise sensitivity and discretion with respect to confidential matters
• Finally, the ability to effectively multi-task and maintain a tracked workflow is essential for strategically prioritizing immediate tasks over projects that do not yet have a ready solution