DEPT OF TRANSPORTATION

Address: ASPC Yuma Cheyenne Unit at 7125 E. Cesar Chavez Blvd.
San Luis, AZ 85349

Salary: $43,099.06 

Grade: 18

This position is responsible for the day to day operation of the Level 1 Call Center located at the assigned Prison. Daily oversight of inmates that answer incoming calls from constituents regarding MVD general questions regarding vehicle Title, Registration, policies and procedures. Calls that require the use and access of the caller's driver's license are transferred to a Level 2 Call Center in Tucson or Phoenix Arizona. Key position responsibilities are hiring, training, performance evaluations, coaching and facilitating terminations from the program; daily and weekly reporting such as inmate attendance tracking, inmate payroll processing, customer satisfaction survey reports and general updates, as necessary. This position occasionally handles customer service concerns raised by the customer. Daily interaction with the assigned Arizona Department of Corrections (ADC) is required for inmate activity, safety and security of self and MVD information (system viewership). Participates in regular meetings with the Call Center Manager and other staff members within the leadership team. Attends ADOT required training courses in addition to the ADC annual required training program to supervise inmates. The incumbent in this position will supervise and may work in one or more Call Center locations.

Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

• Supervise directly or through subordinate leads, the work of call center agents to approve, reject or deny T&R applications and legal documents by verbal instructions via phone and e-mail application to the general public to assure compliance with ARS and MVD directives, policies and procedures. Assures security, integrity and confidentiality of assigned inventories, MVR and access.
• Research/analyze problem cases, determine steps necessary to achieve eligibility, compliance and conformance. Respond to complex inquiries, DL,T&R and provide procedural information. Explain compliance requirements and rationale for such requirements and penalties for noncompliance. Assure positive, professional, expeditious public service.
• Prepare and submit all required payroll documentation, maintain agent attendance and performance records to maintain a favorable operating environment. Identify and address concerns, assure compliance with MVD and HR directives. Assure security, integrity, and confidentiality of assigned inventories, MVR and computer terminal access security. Prepare statistical reports.
• Query/update/create records on various databases. Review MVR for driver improvement actions, outstanding citations, suspensions, revocations or warrants to determine eligibility, inform licensee of outstanding violations on record, recommend action for correction. Analyze historical DL records and the National Registry. Evaluate records for license reinstatement rights.
• Participate and conduct training for new hires. Produce special production reports and correspondence, accumulate data and report information or statistics on the various work activities completed in a workday to be incorporated in management reports. Confer with upper management on problem transactions or work activities, apprised of unusual transactions and/or operations.
  
• Review and approve transactions to ensure compliance with ARS and MVD directives, rules, regulations, policies and procedures. Approve processed applications, return rejected or denied submissions for correction in the course of insurance of title, driver license reinstatements, permits and mandatory insurance verifications related to relevant portions of the ARS, provisions of the Motor Vehicle Code, administrative regulations, policies and procedures.
• Other duties as assigned as related to the position.

Knowledge of:

• ARS Title 28, 41, 13.
• PDPS, ELT, CDLIS and MVD Operational policies and procedures.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices, problem resolution techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Motor vehicle laws, rules and regulations.
• State and County voter registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles and techniques and personnel rules.
• Management practices, personnel hiring and disciplinary practices.
• CISCO Contact Center Web Based Program for monitoring Call Center Agents performance standards and measurement reports.

Skill in:

• Highly developed customer service skills.
• Strong oral and written communication skills.
• Research analysis and decision making skills.
• Statistical and math skills.
• Computer skills and Google Workspace.
• Leadership, multitasking and organizational skills.
• Strong employee relations skills.
• Interpreting motor vehicle laws and regulations resolving compliant discrepancies and problems in an expedient manner.
• Interpersonal relations, gathering and preparing data for all reports.
  

Ability to:

• Utilize interpersonal skills to communicate effectively in providing an appropriate level and extent of required information.
• Handle high call volumes.
• Operate network/personal computer, calculator, fax, copier, credit card machines and telephone systems.

One or more years served in a supervisory capacity.

Valid Arizona Driver's License.

Fingerprint and background check required.

TB (Tuberculosis) check and UA (Drug test) per Arizona Department of Corrections.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.